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