Customer Service Officer

About the role

We are seeking a dedicated Customer Service Officer to be the first point of contact for visitors, residents, and clients at Bedok Heartbeat. You will deliver courteous, professional service across face‑to‑face, phone, and email channels while supporting daily operations.

Key responsibilities

• Provide prompt, courteous service through in‑person interactions, phone calls, emails and other channels.
• Respond to enquiries and supply accurate information on facilities, services, programmes and policies.
• Process service applications, bookings and administrative transactions efficiently.
• Manage feedback, complaints and service recovery, escalating complex issues as needed.
• Maintain up‑to‑date customer records in relevant systems.
• Collect feedback and identify opportunities to improve service quality.
• Ensure compliance with company policies, SOPs and quality standards.
• Achieve KPIs such as response time, resolution rate and satisfaction scores.
• Perform additional customer service and administrative duties as assigned.

Required profile

• Minimum 3 GCE "O" Level passes or equivalent qualification.
• Good command of spoken and written English.
• Prior customer service experience is an advantage.
• Strong interpersonal and communication skills with a customer‑centric mindset.
• Patient, proactive and able to stay composed when handling concerns.
• Willingness to work shifts, including weekends and public holidays.

Required skills

What we offer

• Inclusive work environment that values equity, diversity and belonging.
• Opportunities to grow within Surbana Jurong’s global network.
• Collaborative culture focused on creativity and impact.