Total 44 Customer Service / Call Centre job vacancies

Responsibilities: -

As a Lead Student Care Mentor, you will be working closely with children (7 - 12 years old) and make a positive difference in their lives. Your key responsibilities include:

• executing day to day operations in the centre
• ensuring safety and well-being of the children at all times
• providing guidance and supervising children in their school and other academic assignments
• coaching and testing children for their school spellings
• conducting in-house enrichment curriculum with quality
• building a positive and respectful relationship with children
• fostering good partnership with parents
• managing and guiding children to develop positive habits and mannerisms
• planning and organising holiday activities or special events for the children during school holidays
• planning and writing quality enrichment lessons
• other related duties as assigned by the Centre Supervisor

Requirements: -

• Passionate in reaching out and empowering primary school children
• Ability to manage a group of 10 to 18 children using positive management strategies
• Ability to coach or guide children in their academic assignments
• Enjoy working in a high-energy and dynamic environment
• Has good interpersonal skills and is a good team player
• Independent, observant, organised, responsible and takes initiative
• Open to learning new skills and be trained
• Minimum GCE 'O' level
• Some relevant working experience preferred

ABOUT UNRAVEL CARBON

Unravel Carbon is an enterprise software for tracking and reducing greenhouse gas emissions, with a focus on helping companies decarbonise and develop strong climate change strategies. Our measurement platform specialises in Scope 3 emissions and with supply chains that extend into Asia-Pacific, with then supporting parts of the platform to provide data for climate related decision making and documenting climate risk disclosures. Our mission is to enable the participation of all companies, big and small, in the global fight against climate change. And we want to do it the 21st century way—automated, painless, and beautiful.

Unravel brings together climate expertise and software/data experts with a passion to solve the world’s most pressing issue—climate change. Collectively, our leadership team has launched and invested in multiple companies, and are now combining their experience and knowledge here at Unravel Carbon. We focus on ensuring our product and delivery are world-class from a climate change and sustainability point of view, with the supporting team of software, product and data ensuring we build high-quality technology tools to support. Our aim is to provide organisations with the tools and data they need to make excellent climate-related decisions.

We are backed by some of the world’s best funds and investors and were part of Y Combinator’s W22 batch. 

Unravel was founded in 2021 with headquarters in Singapore and operations across Asia-Pacific

ABOUT THE ROLE

Unravel Carbon is seeking a seasoned Customer Success Lead to build and own our customer success function from the ground up. This is a senior, strategic role for a proven operator who thrives in early-stage environments and can simultaneously shape the systems, metrics, and culture of CS while delivering outstanding outcomes for a growing portfolio of enterprise customers.

You will be the first dedicated CS leader at Unravel Carbon, which means you will define what great customer success looks like here. Your primary commercial objective is growing annual contract values across the existing customer base—expanding relationships to include new features, modules, and services over time. Alongside revenue expansion, you will own onboarding, training, health monitoring, and the processes that keep customers achieving measurable sustainability outcomes on our platform.

This role sits at the intersection of commercial growth, customer advocacy, and operational excellence. You will work closely with Sales, Product, Engineering, and our Sustainability team to ensure customers receive exceptional value—and that Unravel Carbon can demonstrate it.

Responsibilities

Build the Customer Success Function

• Design and implement the end-to-end customer success operating model at Unravel Carbon, covering processes, tooling, playbooks, and team structure to support a scaling enterprise SaaS business

• Define and own all key CS metrics: net revenue retention (NRR), gross revenue retention (GRR), customer health scores, time-to-value, adoption rates, and customer satisfaction (CSAT/NPS)

• Establish and maintain a single source of truth for customer data and health across the organisation, working with HubSpot and other tooling to surface actionable insights

• Build and iterate on CS playbooks for onboarding, expansion, renewal, escalation, and churn prevention—creating repeatable, scalable processes that will serve as the foundation as the team grows

• Develop and own the training and enablement library for customers, including platform walkthroughs, best practice guides, onboarding materials, and sustainability-focused use-case documentation

Drive Revenue Expansion

• Own and grow annual contract values across the customer base through strategic upsell and cross-sell of new features, modules, and professional services

• Develop and execute account expansion plans for each customer, identifying opportunities to deepen platform adoption and increase commercial scope in line with their evolving sustainability needs

• Partner with Sales on renewal strategy and pipeline, ensuring seamless handoffs and a coordinated approach to account growth

• Conduct regular executive-level business reviews with customers, co-creating mutual success plans and aligning on commercial and sustainability objectives

• Monitor and proactively address leading indicators of churn risk, ensuring all at-risk accounts have documented recovery plans

Onboard and Enable Customers

• Lead and continuously improve the onboarding experience for new enterprise customers, ensuring fast and seamless time-to-value from contract signature through to live, active usage of the platform

• Guide customers through data preparation, integration, and configuration in close collaboration with our data and engineering teams

• Deliver onboarding workshops and training sessions tailored to customer stakeholder groups—from sustainability managers to C-suite executives—ensuring broad organisational adoption

• Create and maintain a comprehensive, up-to-date library of onboarding and training materials, including written guides, video walkthroughs, and self-service resources

Maintain Customer Health and Advocacy

• Go the extra mile to make our customers feel valued, seen and appreciated

• Be the trusted partner to your customer, providing them guidance and best practices to maximise the value of using Unravel Carbon; this could include running training, workshops, advising the customer on usage of the platform, positioning product features and best practices to accelerate customers time to value and growth

• Monitor customer health continuously using defined health score frameworks, intervening proactively when usage or engagement signals risk

• Serve as the primary escalation point for complex customer issues, coordinating internally to ensure fast and effective resolution

• Champion the voice of the customer internally—synthesising feedback into actionable product and service recommendations for the Product, Engineering, and Sustainability teams

• Foster deep, multi-threaded relationships within customer organisations to build strong champions, increase retention, and generate referrals and case study opportunities

ABOUT YOU

• 8+ years of experience in Customer Success, Account Management, or Client Services within enterprise SaaS or B2B technology—with demonstrable progression into senior or lead roles

• Proven track record of building or significantly scaling a CS function, including designing processes, tooling stacks, and team playbooks from an early or nascent stage

• Strong commercial acumen with a track record of driving net revenue retention and growing annual contract values through expansion; you are comfortable owning an expansion number

• Deep expertise in customer health frameworks, lifecycle management, and the metrics that define CS excellence (NRR, GRR, CSAT, time-to-value, adoption scores)

• Exceptional executive-level communication and stakeholder management skills—you are equally comfortable running a technical data session with an ESG analyst and presenting outcomes to a CFO

• Hands-on experience with CS and CRM tooling (HubSpot, Salesforce, Gainsight, Totango, or similar), and the ability to instrument and report on CS performance

• Entrepreneurial mindset: you thrive with ambiguity, take ownership instinctively, and see an under-defined environment as an opportunity rather than a barrier

• Ability to build subject-matter credibility in climate and sustainability—you do not need to be an expert on day one, but you must engage credibly and learn quickly in a domain that matters deeply to our customers

• Required skills:

• Exceptional written and oral communication skills 

  Skills / Exp with MS PowerPoint / Google Slides / HubSpot & other tech platforms as needed

  AI-forward - with the ability to use cutting edge tools to assist with workflows and execution

  Lateral thinker - can see opportunities and ‘join the dots’ when searching for multiple key  contact points in a large, multi divisional enterprises’.

  Tenacity; can push through objections to find novel and creative ways to connect with target enterprises

• Beneficial skills:

• Existing knowledge of carbon accounting, GHG Protocol, or ESG disclosure frameworks (TCFD, CSRD, SGX climate reporting)

  Experience working in a climate technology, sustainability software, or impact-driven startup

  Familiarity with regulatory disclosure requirements in the Asia-Pacific region

YOUR WORK STYLE

• Strategically commercial: you keep revenue growth and customer outcomes in your mind simultaneously, understanding that they are inseparable

• Builder’s mentality: you design systems and processes that are simple enough to work today and robust enough to scale as the team grows

• Data-driven and analytical: you make decisions grounded in data, build dashboards that tell a clear story, and use metrics to prioritise your time and your team’s efforts

• Collaborative and cross-functional: you operate with a high degree of trust and transparency across Sales, Product, Engineering, and Sustainability teams

• Customer-centric: you go the extra mile to make customers feel valued and seen, and you build relationships that extend beyond the platform

• Self-sufficient and autonomous: you are energised by the opportunity to define your own operating environment and do not need heavy oversight to deliver

• Purpose-driven: you are motivated by climate impact and can articulate why this mission matters to customers, prospects, and colleagues

YOUR PREFERRED BACKGROUND

A Bachelor’s degree in Business, Marketing, Environmental Science, Sustainability, or a related field, or equivalent professional experience. A Master’s degree or professional qualification in sustainability, climate, or technology is advantageous. Minimum 8 years of progressive experience in enterprise B2B Customer Success or Account Management, with at least 3 years in a lead or senior individual-contributor capacity with ownership of commercial outcomes.

WHAT WE OFFER YOU

• A competitive base salary and performance-linked incentive package tied directly to the commercial and customer success outcomes you own

• The opportunity to define and own a critical function at an early-stage, high-growth climate technology company—your work will be visible, impactful, and formative for the business

• A mission that matters: every customer you retain and every contract you grow represents real progress on corporate decarbonisation in Asia

• A collaborative, multi-cultural team with deep expertise in software, data, and climate—backed by world-class investors

We nurture a culture that allows you to thrive, where your skills can be honed and your ideas will be heard, and where collaboration across teams and with global partners is the default.

COMPANY DESCRIPTION

THKMC was incorporated on 13 October 2011 as a charity to provide multiple social and welfare services to the community at large, and achieved an Institute of Public Character (IPC) status on 18 November 2011.

THKMC is the charitable arm of Thye Hua Kwan Moral Society, which lives by the mission - To Serve Mankind - to help anyone who needs help regardless of their race, religion, colour, language, creed and culture. THKMC today serves more than 70,000 beneficiaries through more than 70 programmes across five Services, which include Disability, Early Intervention for Children, Family, Seniors' Community, and Therapy.

RESPONSIBILITIES

To serve seniors in designated cluster, providing physical, mental, emotional, and spiritual support through outreach & active ageing programmes

DUTIES & RESPONSIBILITIES

Reporting to the Asst /Divisional Director of Elderly Services, the Lead/Senior Centre Manager is responsible for overseeing the Active Ageing Centres.

• Curate and implement new and innovative programmes that promote active ageing and ageing well in place across the assigned Centres.
• Network with critical stakeholders and sponsors to enhance community engagement and programme sponsorship for the assigned Centres.
• Direct and supervise the operations and administrative functions of the centres assigned.
• Assist and coordinate timely submissions of assigned Centres on:
  • Dashboard Statistics (monthly/quarterly)
  • Accounts Reports
  • Volunteer Management Data
  • Corporate Communications Submissions (i.e., Admin Programmes and Order of Proceedings for events)
  • Human Resource Data (i.e., Updating training attended for P-file, time-off, MC submissions, etc
• Assist Centres with the following submissions:
  • EPES or other required KPI submissions (quarterly / annually) to Funder
  • Internal and external audit reports
  • Attaining PIF standards or other standards required by Funder.
• Communicate important messages and urgent circulars from management to the assigned Centres.
• Supervise the recruitment and performance of staff within the assigned Centres.
• Conduct the performance appraisals of Centre Managers of the assigned Centres.
• Support the assigned Centres on administrative work, conflict management and HQ SOP compliance.
• Provide a general report to the Asst Divisional Director/Divisional Director on a quarterly basis.

• Polytechnic Diploma / WSQ Diploma/ Advanced Diploma in Social Services
• At least 7 years of related experience in the social service sector, with 4 years of supervisory experience
• Possess integrity, good interpersonal and communication skills.
• Have a positive attitude, good self-discipline and able to work independently and in a team.
• Possess leadership qualities, creative and resourceful in networking or mobilizing volunteer.
• Proficient in speaking & writing good English. Proficient in speaking and writing a 2nd language and ability to speak dialects will be an added advantage.
• Pleasant personality, energetic and self-motivated.
• Proficiency in MS Office.
• People oriented and passionate towards working with seniors and for seniors.
• Caring, compassionate, has patience and respect for the dignity and privacy of the seniors.
• Must not show favouritism to a particular ethnic, religion or age group; and strive to promote multi-racial and multi-religious interaction.

• Working Hours: 8:30am to 5:30pm (Monday to Friday) | 8:30am to 12:30pm (alternate Saturdays)
• Centres are located South

Tuition Centre in Ang Mo Kio Requires Customer Service & Admin Team Lead

Customer Service & Admin Team Lead

Job Description:


1. Team Leadership & Supervision

• Lead, manage, and support a team of three (3) Customer Service & Admin Specialists in their daily responsibilities.

• Lead regular team huddles to brief the team on updates, operational instructions, and expectations.

• Allocate tasks, set priorities, and ensure all work is completed accurately and on time.

• Monitor team performance, provide coaching and guidance, and ensure consistent customer service standards.

• Act as the first point of escalation for administrative issues before involving the Head of Operations.

• Ensure SOPs and workflows are followed, and identify opportunities for continuous improvement to increase efficiency.

2. Centre Management & Frontline Experience

• Oversee daily centre operations, ensuring the centre is neat, organised, and welcoming at all times.

• Greet and engage students and parents in a friendly and professional manner, while ensuring the team upholds the same service standard.

• Manage monthly pantry supply orders (including F&B and cleaning supplies) and coordinate with cleaning vendors to maintain centre cleanliness.

• Take ownership of the centre’s day-to-day cleanliness and overall physical presentation.

3. Daily Operations & Customer Handling

• Handle customer enquiries across all channels, including phone, text, walk-ins, social media, and email.

• Ensure timely responses and satisfactory resolution of customer feedback and concerns.

• Step in to manage complex or sensitive cases and escalate when necessary.

• Prepare and send clear, timely communications to parents and students regarding programmes, schedules, fees, and centre updates, including last-minute changes.

• Assist in organising events and promotional activities (e.g. webinars) to attract new students and retain existing ones, in collaboration with the marketing team.

4. Student Administration, Billing & Records

• Process student registrations, course enrolments, and payment matters accurately and in a timely manner.

• Prepare and issue monthly billing invoices to parents and follow up on payment matters.

• Maintain and audit student and staff records in the iEduCentre system, ensuring data accuracy through both direct input and team oversight.

5. Escalation, Reporting & Support

• Act as the first point of escalation for operational and customer-related issues.

• Report regularly to the Head of Operations on admin operations, recurring issues, and team performance.

• Support ad-hoc operational needs and assist other departments when required.

6. Tutor & Academic Administrative Support

• Assist tutors with administrative matters when necessary, including the printing of class materials and mailing of study resources to students.

Requirements:

Minimum Diploma

Working hours : 4 weekdays (12.45pm to 9.15pm) + 1 weekend (Sat) (9am - 7pm)

Passionate in customer service

2-3 years experience in customer service

Experience in a supervisory role will be good

Confident and tactful in handling customer’s needs

Strong interpersonal and communication skills

Positive work attitude, self-driven, independent, team player with a strong service mindset

Meticulous and systematic with administrative procedures

Skilled in basic office skills (excel, word) and computing skills

Prior experience in frontline customer service jobs will be a bonus

Able to handle difficult customers confidently

Amazon Web Services (AWS) is seeking a Deal Lead for the Strategic Customer Engagements (SCE) team focusing on APJ customers.

SCE is a specialized global deal team that engages with commercial and public sector customers on deal strategy, structuring, and negotiations through contractual closure for transformational, strategic, large, complex, and/or highly competitive opportunities such as GenAI. This is a unique opportunity to engage with AWS customers on strategic opportunities, increase the growth of AWS APJ, and to establish AWS as their key cloud technology provider. These opportunities range across industry verticals, such as Financial Services, Telecommunications, Media & Entertainment, Energy, Healthcare Life Sciences, Automotive and Manufacturing, and Public Sector, and customer size (from start-ups to enterprise customers). These engagements may also involve Pan-Amazon and AWS go-to-market opportunities involving close partnership between the SCE team and other Amazon and AWS stakeholders.

As a SCE Deal Lead focusing on APJ customers, you will be responsible for managing the end to end Deal Cycle for strategic, large, complex or highly competitive deals across APJ. You will focus on earning trust with customers by creating actionable strategies, developing and shaping opportunities, and leading deal engagements through negotiations and closure. This highly visible role will own engagement with customer C-level executives, IT teams, and multiple lines of business to achieve business outcomes, increase the adoption of AWS services, and to enable private pricing, go-to-market, pan-Amazon, and other strategic relationships. You will work collaboratively to drive results by partnering with AWS customers, AWS field sales executives, and other internal stakeholders to empower our customers to evolve, address challenges, and to create innovative solutions.

Key job responsibilities

• Lead negotiations and customer closure for strategic, large, complex or highly competitive deals
• Develop and shape the overall deal strategy and structure to meet customer business outcome and goals
• Contribute to developing AWS’s value proposition and solutions
• Drive revenue growth and Cloud adoption
• Closely collaborate with key stakeholders across the organization for APJ regional sales teams, and related regional and global stakeholders (Service Teams, Finance, Legal, etc.)
• Act as a trusted advisor in the development of the commercial strategy of deals with AWS Field Sales Executives: partner in the execution of the sales cycle for strategic, complex, or highly competitive commercial opportunities
• Inspire, influence, and facilitate alignment with internal stakeholders, experts, and other resources not under direct control, to remove obstacles and achieve desired business outcomes
• Develop strategies for pricing and discounts; effectively communicate and identify deal blockers
• Lead or support presentation of deal proposals to Customers

Requirements:

• Bachelor's degree in Business Administration, Finance, Economics, Computer Science, Engineering, or related field
• 15+ years demonstrated success working with customers on substantial, strategic, and complex software or cloud services/infrastructure deals (relative to industry and market size) from opportunity through closure
• 12+ years working with, presenting to, and negotiating with C-level executives, IT, lines of business, procurement, finance, and legal and internal stakeholders for sizeable commercial/enterprise deals

Job Scope

Generate quotations to customer

• To assist in purchasing the necessary parts for service jobs
• To check spares availabilities & lead time with various suppliers
• To check & ensure that prices quoted from vendors are competitive
• To track spares delivery status and advise accordingly to store-man
• To track & file all purchases with reference to service jobs
• To prepare Delivery orders & Invoices in a timely and organized manner
• To assist service team on logistic preparation for overseas job assignment
• To assist the Accounts team with proper documents to ensure timely payment from customers

Requirements

• ITE/Diploma in Business, Engineering, or any related field

About the team:

This role sits within the Customer Service team and supports the MariBank customer servicing operations. The role focuses on improving banking customer experience, customer service agent productivity, and operational efficiency across the customer service function.

Job Description:

• Responsible for the management of various Customer Service support functions such as system management, data reporting, and performance monitoring. These functions support the servicing of banking-related enquiries such as account servicing, payments, transfers, and card-related requests
• Drive the planning and implementation of new projects and initiatives to achieve continuous improvement in ops productivity, customer experience, and risk management
• Key product owner for all systems used by the Customer Service team (including ticketing systems, contact centre tools, and chatbot solutions that support the servicing of banking customers)
• Lead the rollout and enhancement of chatbot and manage a team of chatbot agents in ongoing iteration
• Drive system enhancements from end-to-end to improve user experience and efficiency
• Manage a team of support agents in their daily BAU work
• Leverage data analytics to generate actionable insights for the Customer Service team to improve operational performance and customer experience
• Monitor and analyse key performance metrics to ensure achievement of KPIs and business objectives for the Customer Service team
• Collaborate closely with Customer Service Operations, Product, and Technical teams to understand customer pain points, improve service processes, and enhance the overall customer journey

Requirements:

• Bachelor’s Degree and above in any field
• Strong written and verbal communication skills
• Prior experience in contact centre support role or similar experience is a plus
• Prior experience in banking / financial services is a plus

COMPANY DESCRIPTION

Founded in 1976, Home Nursing Foundation (HNF) is a leading charity that provides home healthcare services in Singapore, regardless of our patients' ability to pay. Dedicated to all-round support for our patients, HNF delivers comprehensive care programmes to look after patients' emotional well-being and healthcare needs.Our HNF Wellness Day Care & Rehabilitation Centres offer an array of social activities, social support and holistic healthcare services to help our elderly stay independent in their own community.

RESPONSIBILITIES

Administration & Facilities

• Oversee the overall operations and performance of a cluster of Active Ageing Centres (AACs) and directly manage the AAC @ Serangoon - including its day-to-day administration, programmes, and community caf - to ensure smooth, safe, and engaging service delivery for seniors.
• Lead and support a team of AAC Supervisors to foster well-being and a supportive team culture.
• Assist HOD in staff recruitment and training of the team.
• Work collaboratively with AAC supervisors to align practices and maintain consistent service standards across Centres.
• Ensure operational compliance through the development and review of standard operating procedures, contingency and emergency plans, in line with prevailing policies.
• Manage incidents, audits, public enquiries and feedback, and related documentations.
• Monitor centre statistics (attendance, submission of reports on attendance to programmes, befriending statistics) and ensure timely, accurate reporting to management and authorities (e.g. AIC/MOH).
• Coordinate facility maintenance, procurement, vendor management, ensuring timely resolution of operational issues and cost-effectiveness.
• Plan manpower deployment across centres to ensure optimal resourcing and coverage.

Community Caf Management

• Oversee the daily operations of the community caf
• Guide the team in caf management, budgeting, procurement, supplier management and volunteer engagement.
• Review caf performance, financial accountability and sustainability to ensure alignment with HNF's community engagement goals.

Centre Service Planning, Implementation and Evaluation

• Manage the planning and implementation of outreach and engagement initiatives to residents in the AAC service boundary.
• Support innovation and local relevance in programme design
• Oversee the befriending and buddying programme
• Promote the Asset-Based Community Development approach to recruit, train and activate residents as community champions and volunteers.
• Oversee volunteer management, including recruitment, training and maintenance of an updated database.
• Lead programme evaluation efforts to assess outcomes and identify areas for improved effectiveness.

Referral Coordination and Community Partnership

• Strengthen relationships with community partners, volunteers and donors to advance AACs' objectives through collaboration and resource mobilisation.
• Build and maintain strong partnerships with healthcare and community stakeholders (e.g. Polyclinics, GPs, SSO, SGO) to facilitate seamless service referrals and integrated care.
• Represent HNF at sub-regional and inter-agency platforms such as ICCS (Integrated Community Care Services), contributing to collaborative planning.
• Support the coordination of cross-centre initiatives and ensure alignment with HNF's organisational goals and community strategies.

Diploma or Degree in Social Work, Gerontology, Nursing or Healthcare related

We are looking for a Lead Centre Manager to lead a cluster of Active Ageing Centres (AACs) in HNF. The incumbent will report to the Head, Centre-Based Services and should possess the following:

• minimum 5 years of relevant work experience and has proven experience in team leadership, operations management, and stakeholder engagement.
• prior experience in cafe/restaurant management (will be advantageous) as the AAC under the Manager's direct charge will have a community cafe.
• approachable and enjoy engaging and working with seniors

You'll make a difference in many lives, and while challenging, the job offers a sense of personal fulfilment like no others. Embark on a meaningful career with HNF today!

Intrinsic is an AI robotics group at Google aiming to reimagine the potential of industrial robotics. Our team believes that advances in AI, perception and simulation will redefine what’s possible for industrial robotics in the near future – with software and data at the core.

Our mission is to make industrial robotics intelligent, accessible, and usable for millions more businesses, entrepreneurs, and developers. We are a dynamic team of engineers, roboticists, designers, and technologists who are passionate about unlocking the creative and economic potential of industrial robotics.

Role

As the Technical Lead for Customer Success, you will drive the strategic adoption of Intrinsic’s product suite across the challenging production environments of our industry-leading partners.

You and your team will partner closely with our customers to drive the end-to-end delivery of complex robotic automation systems. Ensuring a smooth customer experience from initial outreach, through architecting technical solutions, to delivering first-of-a-kind production deployments and managing long-term lifecycle success.

As part of the regional leadership team, you will collaborate closely with our global leadership team to convert Intrinsic’s Go-To-Market strategy into regional actions. As the Technical Lead you will be accountable for technical feasibility and execution across all APAC engagements and to leverage your team to maximize the business outcomes across them. All while ensuring close alignment with a wide range of external and internal stakeholders.

How your work moves the mission forward

• Partner with cross-functional teams and lead the conceptualization, scoping, and production delivery of novel industrial robotic solutions that solve real-world customer challenges.
• Drive alignment on scope and timelines, across internal and external stakeholders, with technical and non-technical background, balancing technical feasibility with risk management and high-quality outcomes. 
• Proactively monitor existing production systems and drive root-cause analysis and resolution on likely high-severity customer issues, before they impact production.
• Design, implement, and maintain high-quality software while guiding customers to apply Intrinsic’s products effectively. 
• Act as a bridge between customers and internal teams, especially to shape our product roadmap and to serve as a senior escalation point for APAC customers. 
• Act as a bridge to global leadership, especially by proactively identifying and raising areas in which refinements in our strategy are needed.
• Manage and grow the regional Customer Success engineering team, especially by cultivating team motivation through clear communication, providing the "why" and "how" behind strategic changes and regional decisions.

Skills you will need to be successful

• A demonstrable history of successfully leading engineering projects, coupled with a genuine drive and passion for close, everyday user engagement alongside the Business Development and Product teams.
• Bachelor’s degree in Robotics, Mechatronics, Computer Science, or a related technical field, or equivalent practical experience.
• Proficiency in modern software development, specifically with C++ and/or Python in a professional environment.
• Advanced end-to-end understanding of industrial automation systems and a proven track record of delivering robotics solutions into production, paired with the change management skills necessary to ensure seamless operational adoption.
• Skilled at reconciling competing constraints through critical thinking and the ability to guide customers to scalable solutions, particularly when introducing novel tech to established industrial sectors.
• Concise and clear communicator with a professional fluency in English and a willingness to frequently travel internationally to support customer engagements hands-on. 

Skills that will differentiate your candidacy

• Experience leading and scaling a forward-deployed engineering team, including building repeatable playbooks for customer onboarding as well as deployment and diagnostics of state of the art robotic production systems.
• Expertise in navigating cultural nuances and building trusted, high-level relationships with operational executives and technical leaders internationally, specifically across the APAC region.
• Demonstrable experience in one or more of the following areas: industrial robot programming (e.g., Fanuc, KUKA, UR, ABB, Yaskawa), PLC programming (e.g., Beckhoff, Siemens), machine vision or industrial bus systems (especially EtherCAT), virtual commissioning and simulation
• Familiarity with cloud-native technologies and distributed systems, such as Kubernetes, gRPC, Protobuf, Bazel, and real-time architectures.

Singlife is a leading homegrown financial services company, offering consumers a better way to financial freedom. Through innovative, technology-enabled solutions and a wide range of products and services, Singlife provides consumers control over their financial wellbeing at every stage of their lives.

In addition to a comprehensive suite of insurance plans, employee benefits, partnerships with financial adviser channels and bancassurance, Singlife offers investment and advisory solutions through its GROW with Singlife platform. It also offers the Singlife Account, a mobile-first insurance savings plan.

Singlife is the exclusive insurance provider for the Ministry of Defence, Ministry of Home Affairs and Public Officers Group Insurance Scheme. Singlife is also an official signatory of the United Nations Principles for Sustainable Insurance and the United Nations-supported Principles for Responsible Investment, affirming its commitment to finding a better way to sustainability.

The merger of Aviva Singapore and Singlife was announced in September 2020 and created one of the largest homegrown financial services companies in Singapore in a deal valued at S$3.2 billion. It was the largest insurance deal in Singapore at the time. Singlife was subsequently acquired by Sumitomo Life in March 2024, one of Japan’s leading life insurers, which valued Singlife at S$4.6 billion, making the transaction one of the largest insurance deals in Southeast Asia.

Contact Centre Operations consist of

• Customer Service Hall manned by receptionists and Customer Service Executives (CSEs) who serve all walk-in customers and advisors
• Inbound Call Centre manned by a team of CSEs and Team Leaders who answer calls from specific lines routed through AmazonConnect and Salesforce
• Outsourced contact centre handles enquiries on portals and apps accessed by customers and advisors and Singlife accounts
• The role is to deliver consistent customer experiences across multiple touchpoints (Hotlines and Customer Service pods) in accordance with the company’s service standards and quality objective:
• Handle customers’ enquiries, complaints and feedback across all business channels
• Handle escalated calls by new team members and outsourced contact centre
• Execute outgoing calls to contact new customers or follow-up with existing customers
• Perform any other duties or projects assigned by Manager / Team Leads

Key Responsibilities

• Attend to outbound calls/emails/cases on policy enquiries/requests from customers and advisors.
• Provide assistance to customers on the use of the Company’s portals and mobile app.
• Ensure every service request/feedback/complaint is followed through to closure within service standards.
• Comply with internal policies, procedures and the relevant laws and regulations.
• Assist in department procedures, workflows and administration.

Education Qualifications

• Tertiary Diploma

Required Capability

• Customer obsessed and service-oriented individual with strong passion to help customers and deliver excellent service.
• Good understanding of customer journey and customers emotions at different touch points in retail insurance / financial services to be able to manage escalations.
• Great team player with willingness to support others.
• Great communicator (verbal / written) with maturity and empathy to be able to deliver consistent customer service experience.
• Fast learner to be able to pick up new skills / knowledge through training or guidance from senior team members.
• Passionate & self‐motivated individual who's willing to go the extra mile and giving suggestions / feedback / insights for any improvement that supports delivering business objectives better / faster.

If you find yourself able to demonstrate the criteria above, apply with us now. We look forward to your application.

Job Scope:

• Liaising with Customers for all orders including confirmation, goods-ready and shipment schedule

• Liaise with Logistics department to arrange vessel shipment schedule for the orders.

•  Liaising with Production department regarding orders and manufacturing data

• Liaise with Technical Services to collate documents as requested by customers (e.g. MSDS, Halal Statement, COA).

• Order Procurement - Allocation, depletion andchecking of raw materials for orders.

•  Issuance of sample batch forms to production forsample requests from customers.

• Inventory Control – Update records of Purchase Order receipts, Incoming Stock Gain and Raw Material Quality form for QC(Quality Control).

• Covering the Inventory and Purchasing duties during the absence of the Purchasing & Admin Manager.

•  Update and provide the Product List to customers monthly.

•  Any other ad-hoc tasks related to administrative

Requirement:

• Min Diploma with 2-3 years of experience

Angela Teh Ling Wei

(CEI No.R1104464)

Recruit Express Pte Ltd

EA License No. 99C4599

Job scope

• Lead requirement analysis in the Front Office space across FX, MM, IRD, EQD, Credit Derivatives, Commodities, and Fixed Income.
• Conduct workshops with traders, structurers, and sales teams to capture business needs and workflows.
• Analyze production data and test cases to identify gaps against target MX.3 configuration.
• Translate business requirements into Functional Design Documents (FDDs) and configuration blueprints.
• Design and build pricing models, instrument setups, and booking capabilities in MX.3.
• Collaborate on cross-functional projects to deliver solutions.
• Support enhancements, upgrades, and migrations on the Murex platform.
• Oversee system configuration, integration, and data migration activities.
• Act as a trusted advisor to business and IT stakeholders.
• Communicate design principles, standards, and roadmaps effectively.
• Develop domain roadmaps balancing business and technical constraints.
• Build excellent relationships with Front Office users, programme managers, and vendor teams.
• Perform SIT and UAT for assigned deliverables.
• Ensure functional acceptance criteria are met before production deployment.
• Assist in resolving issues across FO, P&L, Market Data, and trade booking domains.

Job requirements

• Bachelor’s degree in Business Analytics, Financial Engineering, Computer Science, Finance, or related discipline.
• Around 10+ years as a Front Office Business Analyst / Functional Consultant on Murex MX.3.
• Must have hands-on expertise in MX.3 FO module (trade capture, pricing, workflows, instrument setup).
• Good exposure to all major asset classes (FX, MM, IRD, EQD, Credit Derivatives, Commodities, Fixed Income).
• Deep understanding of the full trade lifecycle across FO, MO, BO.
• Proven experience in requirements gathering, documentation, and writing specifications (BRDs, FDDs, FSDs).
• Experience in Murex upgrades/migrations and environment management
• Good functional knowledge of MX.3 FO components: instrument setup, pricing, workflows, limits, P&L simulation.
• Experience with Agile/Waterfall methodologies.
• Understanding of MX.3 data model, MxML messaging, and cross-module dependencies.
• Excellent analytical, problem-solving, and time management skills.
• Highly motivated with genuine interest in capital markets technology.
• Excellent communication and documentation skills.
• Collaborative team player across FO, Risk, Finance, Integration, and Testing.
• Proactive, structured, and delivery-focused under tight deadlines.
• Intellectually curious with a continuous learning mindset.

Thankyou for your interest!

We respect your privacy andall communication will be treated with confidentiality. If you wish to knowmore about this position or explore other roles, please prepare your updatedprofile and get in touch with our consultant at  cristina.malijan@manpower.com.sg

CristinaMalabuyoc Malijan EA License No. 02C3423 Personnel Registration No. R1111547

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Job Overview:

The Team Leader will supervise a team of Customer Service Officers (CSOs) within the Contact Center. This role involves managing daily operations, ensuring service levels are met, and supporting the development of the team. In addition to standard contact center leadership duties, the Team Leader will handle administrative responsibilities and ad hoc tasks as assigned by the CCM.

Key Responsibilities:

Team Management & Operations

Supervise daily operations and monitor CSO performance to ensure service levels and KPIs are achieved.

Provide coaching, feedback, and support through regular performance reviews.

Manage customer complaints and resolve team-level escalations.

Reporting & Performance Monitoring

Track and manage team performance reports.

Identify trends and recommend process improvements.

Administrative & Ad Hoc Tasks

Assist with administrative duties and internal/external communications.

Support audits, compliance activities, and any ad hoc projects or tasks assigned by the CCM.

Requirements:

Minimum 2 years’ experience as a Team Leader in a contact center environment.

Diploma in any discipline.

Strong leadership and communication skills.

Proficient in Microsoft Office.

Ability to work on weekends or public holidays.

Able to speak in Mandarin to manage escalated Chinese-speaking calls effectively.

Experience in government or banking contact centers, with strong adherence to governance, compliance, and process discipline.

Demonstrates a communication and service style aligned with client expectations for escalation handling and stakeholder confidence.

Position Title: Principal Physiotherapist
Location: Bright Hill
Working Days: Monday – Friday
Working Hours: 8:30AM – 6:00PM
Salary: $6,000 – $8,000

Job Description

• Lead and coordinate all Physiotherapy services across the practice.
• Deliver assessment and treatment for specialised rehabilitation cases.
• Supervise Physiotherapists and Therapy Assistants.
• Develop specialised treatment pathways and integrated care programmes.
• Implement evidence-based practices and service improvement initiatives.
• Collaborate with multidisciplinary teams to support rehabilitation services.
• Conduct audits, outcome reviews, and professional development sessions.
• Represent Physiotherapy services in clinical governance and strategic meetings.
• Support rehabilitation-related marketing and community education initiatives.
• Develop and oversee educational programmes and staff training activities.
• Support business development and programme planning initiatives.
• Manage partnerships, grants, and funding opportunities.
• Participate in budgeting and policy development.

Requirements

• Bachelor's or Master's Degree in Physiotherapy recognised by the Singapore Allied Health Professions Council (AHPC).
• Registered with AHPC and possess a valid Practising Certificate.
• Possess a valid BCLS + AED certification.
• Minimum 10 years of relevant experience in a hospital or nursing home setting, including at least 3 years in a leadership role.
• Experience in advanced rehabilitation, including neurorehabilitation, orthopaedics, or geriatrics.
• Experience in quality assurance, staff supervision, and client management.
• Experience in private practice will be an advantage.
• Postgraduate qualifications or certifications in healthcare leadership will be advantageous.
• Proficient in Microsoft Office applications.

WhatsApp me your resume for quicker processing! ☺️
WhatsApp: https://wa.me/6596112291 (Kyra)
Voon Yih Boon Reg No: R22106724 | The Supreme HR Advisory Pte Ltd EA No: 14C7279

On behalf of the hiring company, which is an Original Equipment Maker (OEM) and market leader in their sector, we are looking for a suitable candidate to join them as Service Operations Team Lead | Manager :

Responsibilities

• Responsible for providing after-sales support.
• Coordinate a group of supervisors/engineers and technicians to achieve the requirements involved in preventive & corrective maintenance, meeting contractual requirements.
• Be involved in guidance as well as monitoring, auditing, and evaluating field sites as well as field staff in aspects of quality, efficiency, etc.
• Evaluate, ensure, and monitor the safety of all field staff and fieldwork.
• Achieve the targets required, such as sales, costs, equipment performance, customer satisfaction, KPI including necessary administrative duties, etc.
• To regularly meet the customers and clarify how to achieve the requirements according to contractual requirements.
• Responsible for various inquiries from customers, including but not limited to quotations, site works, new requirements, monitoring of Purchase request/Quotation cycles, and others.
• Performs specific or ad hoc functions as assigned by the Department and/or the company from time to time.

Prerequisites

• Minimum Diploma in Electrical / Electronics / Mechanical Engineering discipline or equivalent.

• At least 3 years of Customer and People Management working experience.

• Good command of spoken and written English.

• Possess a service-oriented mindset.

• Candidates with facility management experience are welcome to apply.

Location: East

EA License No. : 22C0971 | EA Reg ID: R21101298

We are not just hiring a manager. We are looking for an operations architect and a trust builder; someone who can design a seamless, high-stakes support ecosystem from the ground up.

As Customer Service & Operations Lead, you will be the backbone of KGI’s next generation trading ecosystem. In the world of high velocity futures, every second counts. You’ll be responsible for ensuring that as we scale, our traders experience the agility of a fintech with the rock-solid reliability of a premier financial institution. This is a rare 0 to 1 opportunity to define what elite support looks like for the modern traders.

Why This Role Matters

You are the bridge between world-class technology and local trust. Your mission is to turn our promise of Institutional Trust and High-Velocity Tech into a lived reality.  You will:

• Build the operational framework for a flagship regional futures trading platform.
• Design a concierge-level onboarding experience for thousands of ambitious traders, the Next Level is Futures.
• Lead a team that serves as the frontline of our brand’s credibility and precision.

What you will do

• Operations Architecture: Design and implement end-to-end client onboarding and KYC flows for key Asian markets such as SG, HK, SEA.
• Service Strategy: Own the customer support tech stack (CRM, Live Chat, Ticketing) and author the playbook for a high touch service model.      
• Risk & Compliance: Partner with the Risk and Legal teams to ensure all operations meet MAS standards while maintaining a tech-first speed.
• Product Mastery: Become the internal expert on our client portal and CRM, assisting the trader’s journey, ensuring every critical touchpoint such as onboarding, funding, and withdrawals, is handled with institutional precision.

Who You Are

• 5+ Years Experience in brokerage operations, customer success, or fintech support.
• The Troubleshooter: You thrive in high-stakes environments and remain calm during periods of intense market volatility.   
• Process-Driven: You don't just solve problems. You implement processes that prevent them from reoccurring.
• Subject Matter Expertise: You speak the language of the markets. You understand the mechanics of Futures.

Key Responsibilities:

• Support and understand customer key solutions, workloads, and priorities on Azure, including trend analysis, proactive monitoring, and event planning

• Own project-level Azure issues and drive them toward resolution, ensuring support and engineering readiness for key milestones

• Lead Azure support efforts to quickly mitigate issues impacting critical workloads, providing timely updates in a 24x7x365 global support environment

• Manage a subset of customer support cases end-to-end, delivering an exceptional customer experience

• Produce high-quality Root Cause Analysis (RCA) to prevent recurrence of reported issues

• Advocate and provide product feedback and feature requests to address customer pain points and enhance Azure resiliency

• Continuously develop Azure technical skills and knowledge
  

Requirements:

• Bachelor’s Degree in Computer Science, Technology, Engineering, or equivalent

• Engineer: Minimum 2 years of IT experience supporting and troubleshooting enterprise-level, mission-critical applications, resolving highly complex issues

• Lead: Minimum 5 years of relevant experience

• Excellent written and verbal communication skills

• Customer-oriented with a focus on delivering excellent support experiences

• Open to learning new skills and technologies in a fast-paced environment
  

Technical Skills

• Automation / Programming Languages: Python, C#, PowerShell, Open Source

• Cloud Domains: Core IaaS, Data Platform and Big Data, Azure PaaS Services, Identity and Authentication

• Certifications: AZ-900 or equivalent
  

  Work Location: Tampines
  

  (EA Reg No: 20C0312)

  Please email a copy of your detailed resume to chally@talentsis.com.sg for immediate processing.

  Only shortlisted candidates will be notified.

Key Responsibilities:

• Support and understand customer key solutions, workloads, and priorities on Azure, including trend analysis, proactive monitoring, and event planning

• Own project-level Azure issues and drive them toward resolution, ensuring support and engineering readiness for key milestones

• Lead Azure support efforts to quickly mitigate issues impacting critical workloads, providing timely updates in a 24x7x365 global support environment

• Manage a subset of customer support cases end-to-end, delivering an exceptional customer experience

• Produce high-quality Root Cause Analysis (RCA) to prevent recurrence of reported issues

• Advocate and provide product feedback and feature requests to address customer pain points and enhance Azure resiliency

• Continuously develop Azure technical skills and knowledge
  

Requirements:

• Bachelor’s Degree in Computer Science, Technology, Engineering, or equivalent

• Engineer: Minimum 2 years of IT experience supporting and troubleshooting enterprise-level, mission-critical applications, resolving highly complex issues

• Lead: Minimum 5 years of relevant experience

• Excellent written and verbal communication skills

• Customer-oriented with a focus on delivering excellent support experiences

• Open to learning new skills and technologies in a fast-paced environment
  

Technical Skills

• Automation / Programming Languages: Python, C#, PowerShell, Open Source

• Cloud Domains: Core IaaS, Data Platform and Big Data, Azure PaaS Services, Identity and Authentication

• Certifications: AZ-900 or equivalent
  

  Work Location: Tampines
  

  (EA Reg No: 20C0312)

  Please email a copy of your detailed resume to kayla@talentsis.com.sg for immediate processing.

  Only shortlisted candidates will be notified.

Duties:

• Provide daily operational, planning, and administrative support to the Head of Operations and Customer Service

• Contribute to the development, implementation, and continuous improvement of customer service policies, processes, and SOPs to ensure consistent service standards

• Monitor and assess operational performance, identify service gaps, and propose improvement initiatives

• Prepare reports, presentations, and operational documents for management review and decision-making

• Lead, coach, and supervise a team of Customer Service Trainers to ensure effective onboarding and continuous capability development

• Conduct regular check-ins, performance reviews, and coaching sessions to enhance team effectiveness

• Support manpower planning, scheduling, and deployment in collaboration with the department head

• Foster a positive, accountable, and customer-centric service culture within the team

• Plan and execute customer service training programmes across operational systems and service processes

• Ensure training materials are up to date and aligned with operational requirements and system enhancements

• Observe frontline service delivery and provide real-time coaching and corrective feedback where required

• Support initiatives aimed at improving customer satisfaction, service recovery, and overall service quality
  

Requirements:

• Minimum 3–5 years of customer operations experience, with hands-on frontline exposure.

• Proven experience in a supervisory or people management role.
  

Interested Applicants, please click Apply Now

Chow Zi Qing
R2199258
Revup Proservices Pte Ltd
EA.24C2366

Key Responsibilities

• Provide support for tickets raised for Microsoft Identity services

• Manage daily operations using runbooks from the Microsoft Identity & Network Access (IDNA) team

• Perform tenant provisioning, account, and subscription management

• Handle incident management and ensure timely resolution

• Monitor services to ensure stability, performance, and security of identity and access management solutions

• Follow prescribed security and compliance processes, including certificate rotations

• Escalate unresolved issues to Microsoft according to runbook guidelines

Requirements

• Bachelor’s Degree in Computer Science, Information Technology, or a related technical field

• Engineer: Minimum 2 years of technical engineering experience with coding

• Specialist / Lead: Minimum 5 years of technical engineering experience with coding

• Strong problem-solving and communication skills

• Self-driven with a long-term strategic mindset

• Quick learner with the ability to pick up new technologies and industry trends

• Experience and passion for building highly scalable services
  

Technical Skills

• Programming Languages: C, C++, C#, Java, JavaScript, or Python

• Cloud Platforms: Azure, AWS

• Knowledge of open-source tools and frameworks is an advantage
  

  Work Location: Tampines
  

  (EA Reg No: 20C0312)

  Please email a copy of your detailed resume to kayla@talentsis.com.sg for immediate processing.

  Only shortlisted candidates will be notified.

Key Responsibilities:

• Support and understand customer key solutions, workloads, and priorities on Azure, including trend analysis, proactive monitoring, and event planning

• Own project-level Azure issues and drive them toward resolution, ensuring support and engineering readiness for key milestones

• Lead Azure support efforts to quickly mitigate issues impacting critical workloads, providing timely updates in a 24x7x365 global support environment

• Manage a subset of customer support cases end-to-end, delivering an exceptional customer experience

• Produce high-quality Root Cause Analysis (RCA) to prevent recurrence of reported issues

• Advocate and provide product feedback and feature requests to address customer pain points and enhance Azure resiliency

• Continuously develop Azure technical skills and knowledge
  

Requirements:

• Bachelor’s Degree in Computer Science, Technology, Engineering, or equivalent

• Engineer: Minimum 2 years of IT experience supporting and troubleshooting enterprise-level, mission-critical applications, resolving highly complex issues

• Lead: Minimum 5 years of relevant experience

• Excellent written and verbal communication skills

• Customer-oriented with a focus on delivering excellent support experiences

• Open to learning new skills and technologies in a fast-paced environment
  

Technical Skills

• Automation / Programming Languages: Python, C#, PowerShell, Open Source

• Cloud Domains: Core IaaS, Data Platform and Big Data, Azure PaaS Services, Identity and Authentication

• Certifications: AZ-900 or equivalent
  

  Work Location: Tampines
  

  (EA Reg No: 20C0312)

  Please email a copy of your detailed resume to kayla@talentsis.com.sg for immediate processing.

  Only shortlisted candidates will be notified.

Working Hours: 5 days work week across Monday to Sunday, Up to 44 hours per week (based on roster)
Work Location: Central


Responsibilities:

• Support Project Manager in attaining holistic objectives of the assigned surveys.
• Lead a team of Survey Officers to achieve service levels for assigned surveys within timeline.
• Ensuring the team attains their daily Key Performance Indicators (KPIs).
• To be the subject matter expert for assigned surveys.
• Handle incoming hotline and mailbox enquiries to resolve respondents’ issues if needed.
• Ensure survey data are accurately keyed into the system via audits.
• Handle escalations/complaints cases via service recovery calls.
• Assist Quality Service Manager in escalations/complaints via incident reporting, findings, and future preventive measures.
• Conduct field visits with junior team members for survey collection.
• Conduct call audits to ensure compliance to call scripts, professionalism, and service excellence.
• Continuous improvement in standards and quality of the team via coaching efforts.
• Goals setting and conducting year-end appraisals.
• Any other ad-hoc duties as assigned.

Job Requirement:

• Minimum Diploma qualification
• Equipped with work experience in survey operations, sales, or customer service role.
• Possessed at least 2-3 years’ experience in leadership position.
• Proficient in Microsoft Excel, PowerPoint, Word. and internet usage.

To apply, simply click "APPLY" and submit your curriculum vitae (CV) through GO, the official PERSOL job application platform.

By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOL Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at https://www.persolsingapore.com/policies. You acknowledge that you have read, understood, and agree with the Privacy Policy.

PERSOL Singapore Pte Ltd • RCB No. 200007268E • EA License No. 01C4394• Reg No: R1770602 (Teng Min Yee)

ABOUT THE ROLE

Oversee daily operations and administrative matters, work with volunteers, grassroots, schools, public institutions and other social services agencies on activities and programmes for seniors which include:

• Outreach and engagement of seniors

• Active ageing programmes

• Befriending and Buddying

• Care and support services

• To liaise with external agencies, organisations, donors, volunteers etc. to tap on external resources and / or publicise programmes. You will need to provide information and referral services to clients.

DUTIES AND RESPONSIBILITIES

1. Programme Planning, Implementation and Evaluation

• Plan and implement programmes and activities to meet the requirements of the Active Ageing Centre service model

• Evaluate and ensure that the programmes and activities meet the performance indicators and operating guidelines issued by Agency for Integrated Care,

• Preparation of reports and other statistics required for management and funders.

• Network with other agencies to establish additional avenues of help for the welfare of the seniors.

2. Alert Alarm System

• Oversee and manage the Alert Alarm System (AAS) during the centre’s operating hours, rendering assistance when necessary.

3. Volunteer Development

• Develop and manage a team of regular volunteers from the local community to support the Active Agenig Centre.

• Maintain the centre’s volunteer management system

• Networking with institutions, corporates and other agencies to grow volunteer pool

• Establish a system of recognition for the volunteers.

4. Finance and Accounts

• Prepare and manage centre’s annual budget

• Procurement, Infotech and Tenderboard administration

• Manage the monthly petty cash utilization of the centre.

• Implement checks and controls in the accounting system to ensure proper accounting records and also to safeguard against misappropriation of the centre’s assets.

5. Training and Development of Personnel

• Lead, motivate and manage the team of staff and volunteers

• Manpower planning

6. Administrative Duties

• Administrative duties which include data collection and reporting for reporting and evaluation purposes

• Undertake any other duties as required.

7. Qualifications/Competencies

• At least degree in related discipline with at least 2 years of related working experience preferably Leadership skills

• Financial management and budgeting skills

• Possess knowledge of and experience in community care sector

• Possess good interpersonal and communication skills

• Team player

To oversee and guide the customer service team in delivering exceptional support to clients by ensuring efficient handling of inquiries and policy-related concerns. The role focuses on maintaining high service standards, driving team performance, ensuring compliance with insurance regulations, and fostering a customer-centric environment. The objective also includes identifying process improvements, training team members, and resolving escalated issues to enhance customer satisfaction and contribute to the company’s overall success.

Responsibilities:

• Lead and manage day-to-day BAU service operations including call handling(following call schedule), complaint management, team escalations and resolving blockers for the team members ensuring timely resolution and customer satisfaction.
• Lead, coach and mentor a team of customer service representatives to deliver excellent customer service and achieve performance targets.
• Responsible for Service KPIs as well as Service-to-Sales conversions.
• Ensure individual agent QA, KPIs and responsibilities are met/exceeded
• Collaborate with other departments to ensure seamless customer experiences and efficient operations.
• Conduct regular refresher training sessions to enhance team members' knowledge and skills in general insurance products and services.
• Work independently and take ownership of issues, tactful resolutions of queries and escalations from customers
• Ensure full compliance to procedures and processes

Capabilities and Qualifications:

• Diploma / Degree in any field
• Must be COMGI, BCP, PGI and HI certified
• Minimum 5 years of experience in General Insurance call center environment
• Contact Center team lead experience, preferably in insurance and banking organizations
• Possess knowledge and understanding of the service to sale model
• Ability to work independently and collaboratively in a fast-paced environment
• Excellent problem-solving and analytical abilities to address customer concerns and find appropriate solutions
• Excellent customer service phone etiquette
• Strong verbal / written communication skills with the ability to listen actively and respond appropriately to customer needs

Responsibilities:

• Provide end-user support for our Asia Pacific, MiddleEast & Atlantic offices, configuration and deployment of desktop, notebooks, printers and hardware peripherals.

• Active Directory user and group Administration.

• Setup and maintain mobile devices with corporate security software. (Airwatch / Microsoft Intune)

• Setup, maintain and troubleshoot desk phones for staff. (Cisco Call Manager)

• Perform routine preventive maintenance on hardware.

• Assist in maintaining of IT inventory.

• Assist in maintaining in-house software.

• Update system information and installation of software

• Assist in other adhoc duties as and when required.

• Report any IT issues to Line Manager.

• Regular communication and reports to Line Manager.

• Follow processes on joiners, leavers and movers.

• Log and close all cases in Service Now and escalate where needed.

• Work closely with clients and ensure any incidents or request are dealt with in a timely manner.

• Any other tasks as and when assigned by the reporting supervisor / manager.

• Take ownership of all the calls coming to service desk until the case is closed.

• Provide education and training of software to end-users.

• Regular housekeeping of all in house systems and operating procedures.

• Review systems regularly to improve and streamline work processes.

Requirements:

• Minimum 5 years’ experience in a Desktop Support role.

• Microsoft Windows 7, Windows 10 & Microsoft Office 2010/2013 and 2016.

• Microsoft Azure and Office 365.

• Good knowledge of Networking, TCP/IP, DNS, DHCP, SCCM and Ethernet.

• Good understanding on Vmware Horizon View.

• Good knowledge on Active Directory and Microsoft Exchange Server 2007 / 2010 & 2013. (Creating  Users, Security Group Membership, changing an email address etc.)

• Good troubleshooting skills.

• Systematic, organized, meticulous and able to work in a fast-paced environment with tight deadlines.

• Good interpersonal and communication skills.

• Independent, patient and willingness to learn.

• Ability to work under pressure.

• Perform overtime when required. Willing to work on shifts (7am-4pm/8am-5pm/9am-6pm).