Support in daily membership operational matters, with focus on customer service support for inbound and outbound emails and calls relating to membership matters.

Job Responsibilities:

1. Man Membership hotline and manage emails on membership matters

• Inbound calls: Attend to telephone enquiries from members including invoicing and membership fee queries in a professional and customer-centric manner.
• Outbound calls: Contact selected SBF members to inform the members on membership-related matters and address queries during the call.
• Follow communication scripts for both inbound and outbound calls.
• Maintain ownership of calls throughout and follow-up with membership team on escalated matters.
• Attend to email enquiries from members and public on membership matters. 
• Follow up on members’ enquiries and requests for assistance.
• Ensure that all calls and emails are recorded in SBF’s Customer Relationship Management (CRM) system for tracking and quality assurance.
• Create and maintain record types of queries raised, for service review and improvement. 

2. Update membership database  

• Contact companies to verify changes in company’s status.  
• Update changes to organisation and individual records from contacting members, and from incoming emails and calls from members.
• Perform updates arising from checking returned mailers sent back to the membership team.

3. Other general administrative duties 

• a) Undertake any other ad-hoc admin tasks as and when assigned. 

Job Requirements:

• Preferably 2-5 years relevant working experience performing customer-facing duties in Customer Service, Call Centre or other relevant sectors that involve interacting with customers.
• Able to commence work immediately or within short notice
• Able to work physically in office
• Able to work independently & able to work as a team
• Good Interpersonal Skills, Meticulous and Detail Oriented