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) Monday-Friday

• 08:30–18:00
• 09:30–19:00
• 11:30–21:00 Sat-Sun
• 10:30-20:00

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