Customer Service Executive (Registry Services) Raffles Avenue - Part-Time

Frontline operations

Reception

• Serve as the first point of contact for members of the public, delivering prompt, accurate, and professional assistance across the full range of services.

• Attend to walk-in enquiries, advice on eligibility and procedural requirements, guiding members of the public through the necessary steps for their respective applications.

• Facilitate the collection documents, search results, and certificates, of marriage and revocation of divorce, ensuring members of the public are attended to in a timely and efficient manner.

• Manage solemnisation ceremonies by ensuring that couples and all relevant parties are present prior to the commencement of the ceremony. Conduct pre-ceremony checks to verify that all application requirements and in-person appointment obligations have been fulfilled, and advise couples on the necessary steps to be taken should there be any outstanding matters or changes required before the ceremony can proceed.

Counter

• Provide comprehensive counter services to members of the public and couples seeking assistance, serving as a knowledgeable and approachable resource for all counter-related enquiries.

• Review all submitted documents at the counter, ensuring marriage application details and submissions are properly completed, accurate, and in order before processing.

• Prepare couples prior to the in-person appointment with the Kadi, ensuring they are well-informed of the process, requirements, and what to expect, so they are ready to proceed.

• Assist members of the public with a range of applications including polygynous marriage, Letters of Recommendation (LOR), revocation of divorce, and amendments to solemnisation details.

• Attend to and manage post-appointment cases, providing the necessary assistance and follow-up to ensure any outstanding matters arising from in-person appointments are resolved promptly and effectively.

• Liaise with relevant officers where necessary to address complex cases or escalated matters, ensuring timely follow-up and resolution for members of the public.

Administrative Support

• Review submitted documents to ensure accuracy and completeness, following up with couples to ensure all required documentation and application requirements — including face-to-face meetings with their Kadi or Naib Kadi — are fulfilled in a timely manner prior to their in-person appointments.

• Ensure that all applications are reviewed and verified by Kadi in a timely manner, conducting weekly follow-ups on outstanding cases to facilitate prompt resolution and processing, enabling the Kadi/Naib Kadi to print ceremonial certificate and proceed with the solemnisation

• Facilitate the timely assignment of cases to ROMM Kadis for follow-up through the system.

• Assist in ensuring the readiness of facilities, including the solemnisation room, prior to the start of operations, as well as preparing the ceremonial certificate and other relevant documents for internal solemnisation at ROMM, Saturday solemnisation service.

• Manage incoming correspondence and communications by attending to emails and phone calls from members of the public, addressing queries and providing accurate information on ROMM services. Handle escalated cases with professionalism and discretion, coordinating with the relevant officers to ensure timely resolution and a satisfactory outcome for all parties.

• Support the processing and management of marriage-related records by handling applications for searches of historical marriage records and extracts of the Certificate of Marriage (COM).

• Support the ongoing digitisation of marriage records through end-to-end document management processes, from the preparation and packing of physical records for vendor scanning, to the verification of scanned documents against original copies, the uploading and saving of digitised records into eRegistry, and the proper archiving of physical documents for storage.

Other duties assigned by supervisor

Requirements

• Diploma in any discipline. Candidates without a diploma but with relevant work experience will also be considered. Candidates with no experience with diploma are also welcome to apply.

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and the ability to work with multiple IT systems

• Good communication and writing skills.

• Organized with good time management skills

• Ability to handle sensitive information with confidentiality

• Passionate about serving the community

Contract duration: 3 months (extendable by 9 months based on performance)

Working Arrangement

• Monday to Thursday: 8am to 5.30pm
• Friday: 8am to 5pm
• Not required to work during weekends and public holidays.

Location: Raffles Avenue

Salary: $2,580 to $3,230 per month

EA License No.: 96C4864
Reg. No.: R26161270 JOEY TAY YI TING