Customer Service Executive

About the Role

Join #TeamCPF and become part of a culture focused on excellence, collaboration, and making a significant impact. This role is crucial in assisting over 4 million members with their retirement, healthcare, and housing needs, helping them navigate life's uncertainties. We value critical thinking, insightful decision-making, and effective collaboration across teams. Continuous learning, embracing new challenges, and data-driven strategies are encouraged to foster innovation. At our core, we are driven by a genuine desire to serve our community with compassion and dedication.

What You Will Be Doing

The Customer Service Department is the main point of contact for CPF members. As a member of the Customer Service Team, you will be instrumental in helping CPF members make informed decisions about their savings. You will achieve this by understanding and addressing their information needs with professionalism and empathy.

• Manage and deliver personalized service to address CPF member inquiries regarding CPF schemes and services through various channels, including video calls, in-person counters, messaging, and contact/service centers.
• Engage CPF members in a welcoming, friendly, and professional manner to ensure exceptional experiences and build strong relationships.
• Identify and resolve CPF member needs to achieve complete satisfaction.

What We Are Looking For

We appreciate the diverse skills and experiences individuals bring. While not all qualifications are mandatory, familiarity with the following will be advantageous:

• Demonstrated strong customer service skills for handling inbound/outbound calls, emails, and face-to-face interactions with a helpful demeanor.
• Previous experience in a call center environment is beneficial.
• Excellent communication abilities, including active listening and clear articulation.
• Proficiency in problem-solving, conflict resolution, and tactful issue escalation.
• A capacity for rapid learning and quick thinking to resolve customer issues with a customer-first mindset.
• Ability to efficiently provide support, answer questions, and resolve issues.

Additional Information

The final job title and seniority will be determined by the candidate's work experience. Candidates with no prior work experience are encouraged to apply. Please submit an official or unofficial copy of your academic transcript and any supporting documents. Initially, the successful candidate will be appointed as a Customer Service Associate. The official title of Customer Service Executive will be awarded after successful completion of structured modular training. This position is a 1-year full-time contract directly employed by CPF Board, with the possibility of renewal and potential conversion to a permanent role based on performance and organizational needs.

Your Application Journey

Our hiring process is designed to be clear, time-efficient, and supportive:

• Application Review: Submit your CV for team review.
• HR Phone Call: Suitable candidates will receive a brief, friendly call to discuss the role further.
• Online Assessments: Progressing candidates will complete online assessments, including an AI-powered simulation of customer interactions.
• Interview: Selected candidates will interview with the team for a realistic preview of the role.
• Reference Checks & Offer: Reference checks will be conducted, followed by an offer to successful candidates.

Application Outcome

You will be notified of the outcome within two weeks of your interview. Onboarding will follow for successful candidates.