Customer Service Officer

Job Summary

We are looking for a dedicated and customer-oriented Customer Service Officer to join our team at Bedok Heartbeat. In this role, you will be the first point of contact for visitors, residents, and clients, delivering exceptional customer service while ensuring a positive customer experience. You will handle enquiries, resolve feedback and complaints, provide accurate information on services and facilities, and support daily customer service operations in a professional and efficient manner.

Key Responsibilities

• Provide prompt, courteous, and professional customer service through face-to-face interactions, phone calls, emails, and other communication channels.
• Respond to customer enquiries and provide accurate information on facilities, services, programme, and company policies.
• Handle customer requests, service applications, bookings, and administrative transactions accurately and efficiently.
• Manage customer feedback, complaints, and service recovery, escalating complex issues where necessary.
• Maintain accurate customer records and update information in the relevant systems.
• Collect customer feedback and identify opportunities to enhance service quality and customer satisfaction.
• Ensure compliance with company policies, standard operating procedures, and service quality standards.
• Achieve established service KPIs, including response time, resolution rate, and customer satisfaction levels.
• Perform other customer service and administrative duties as assigned.

Requirements

• Minimum 3 GCE "O" Level passes or equivalent qualification.
• Good command of spoken and written English.
• Prior customer service experience will be an advantage.
• Strong interpersonal and communication skills with a customer-centric mindset.
• Patient, proactive, and able to remain composed when handling customer concerns.
• Willing to perform shift work, including weekends and public holidays, where required.

We value equity, diversity and inclusion and are committed to creating a work environment where everyone feels a sense of belonging and is empowered to do their best. We recognise the importance of a diverse and inclusive workplace to drive innovation and shared learning across our growing global network.

Join us and be part of a culture where we rise together, deliver excellence, and expand what’s possible.

At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world!