About the Role:
The Service Excellence Team at FirstCom Academy is responsible for ensuring the service quality standards of our operations, including but not limited to training quality, staff and trainers service quality. We continuously improve service standards through feedback, surveys, and outcome evaluations from our learners to enhance the overall learning experience.
The Service Excellence Executive will support the Head of Service Excellence and the team by proactively calling learners who have completed their courses to remind them to complete the TRAQOM (Training Quality and Outcomes Measurement) survey and gather valuable feedback on their course and learning experience. He/she will also manage inbound enquiries, conduct follow-up service calls, and support data analysis on quality performance to drive continuous improvements.
Reports to: Service Excellence Manager
Key Responsibilities:
- Conduct outbound calls to learners who have completed their courses to:
Remind them to complete the TRAQOM outcome survey.
Collect feedback on their course and training experience. - Support day-to-day enquiries from learners via phone and email.
- Ensure client satisfaction and delivery of service excellence by meeting set KPIs.
- Work collaboratively with interdepartmental teams to resolve learner requests promptly.
- Share insights and recommend improvements to service workflows and training quality.
- Track and monitor feedback, learner satisfaction, and survey completion rates.
- Document learner commendations and appreciation for staff and trainers.
- Undertake any other duties or projects as assigned by the Service Excellence Manager.
The Ideal Candidate:
- Proven experience in a similar role, preferably in call handling, tele-surveys, or customer service.
- Customer-service oriented, with empathy and professionalism during learner calls.
- Strategic thinker with innovative ideas and strong analytical skills to drive service excellence.
- Good communication and interpersonal skills with an excellent command of written and spoken English (Mandarin proficiency preferred).
- Strong planning, organization, and teamwork skills, with the ability to work independently.
- Computer literacy in Excel, PowerPoint, MS Word, Google Docs, and Sheets.
Working Hours:
- Monday - Friday (9:00am - 6:00pm)
