Customer Service Executive – Contact Centre

About the role

As a Customer Service Executive or Senior Customer Service Executive in the Contact Centre, you will work alongside a team of customer service professionals to resolve complex and personalised enquiries, feedback and appeals from customers through end‑to‑end case management relating to students’ education journey. You will engage customers across various service touchpoints, coordinate with internal stakeholders where needed, and focus on delivering quality customer experiences with empathy.

Key responsibilities

• Engage customers across calls, emails and walk‑ins to understand their needs, concerns and context, and deliver personalised and contextualised advice that supports informed decision‑making.
• Assess enquiries, feedback and appeals by considering individual circumstances, and escalating cases to relevant internal stakeholders or external agencies where required.
• Leverage AI‑enabled tools to enhance service quality and efficiency, while exercising sound judgement to ensure that responses are accurate and relevant.
• Identify emerging customer trends and issues, and contribute to service improvement, knowledge‑sharing and capability development activities.

Required profile

• At least 1 year of work experience, preferably in service delivery, case management or contact centre operations, with a passion for service excellence and a customer‑centric mindset.
• Excellent interpersonal, written and verbal communication skills, with the ability to engage customers with empathy, professionalism and sensitivity, particularly when navigating sensitive or complex situations.
• Tech‑savvy and comfortable using AI‑enabled tools.
• Strong critical thinking and judgement, with the ability to manage multiple priorities concurrently, anticipate issues and maintain professionalism in a fast‑paced environment.
• Collaborative team player who is meticulous, resourceful and emotionally resilient, with the ability to use data, customer feedback and case information to better understand and serve different stakeholder profiles.