Part-Time Call Centre Associate National Stadium

Working Arrangement:

• Salary: $14/hr - weekdays; $16/hr - weekends
• Location: National Stadium
• 4 days per week (estimated 32 hours)

• Shift hours (subject to changes)

1. Shift A: 0630 – 1600
2. Shift B1: 0830 – 1800
3. Shift B2: 1300 – 2230

Key Responsibilities

Phone Call Handling
• Answer incoming customer calls in a professional, clear, and service-oriented manner
• Assist customers with general enquiries, event-related information, facility information, feedback, and service requests
• Provide accurate information based on approved FAQs, SOPs, and official communication channels
• Record call details accurately in Salesforce, including customer information, enquiry details, actions taken, and follow-up required
• Escalate calls that require further assistance, approval, or investigation to the relevant team or supervisor

Salesforce Case Management
• Manage and respond to customer cases logged in Salesforce within defined timelines
• Follow up on phone enquiries that require further action or case creation in Salesforce
• Ensure clear and accurate case documentation, including updates, next steps, and closure notes
• Coordinate with internal stakeholders to obtain information or resolutions for customer cases
• Provide timely updates to customers where required
• Validate resolutions and close cases accurately in Salesforce
• Escalate urgent, sensitive, or high-risk cases in accordance with SLA requirements

Handover & Continuity
• Ensure all open cases and pending call follow-ups are clearly documented with next-action details
• Highlight urgent, aging, or sensitive cases during shift handovers
• Maintain continuity of follow-up to prevent service gaps
• Support team members by ensuring proper case ownership and handover when required

Service Quality & Improvement
• Maintain a professional and customer-centric tone across phone and written communications
• Identify recurring enquiries, feedback trends, or operational issues for team review
• Support continuous improvement efforts by sharing observations from customer interactions
• Adhere to service standards, SOPs, data protection guidelines, and escalation protocols

Work Arrangement
• Part-time role supporting call centre and Salesforce operations
• Rostered shifts based on operational requirements, including possible weekends, evenings, or event days where required
• Shift handovers are required to ensure seamless call and case management
• Role may be office-based or operationally deployed depending on business needs

Requirements
• Strong verbal and written communication skills
• Comfortable handling phone calls and speaking with customers professionally
• Detail-oriented, with strong ownership and follow-through
• Able to manage multiple enquiries and cases concurrently
• Able to remain calm and composed when handling difficult or urgent customer situations
• Familiarity with Salesforce or CRM systems is preferred, though training will be provided
• Strong collaboration skills and ability to work with internal teams
• Prior customer service, call centre, hospitality, or frontline experience will be an advantage
• Will involve face to face interactions over the counter when necessary

EA License No.: 96C4864

Reg No.: R25128798 HUANG QIMENG