Customer Service Executive (DSC/ET)

Company Overview

ST Engineering is a global technology, defence, and engineering group with offices across Asia, Europe, the Middle East, and the U.S., serving customers in more than 100 countries. The Group uses technology and innovation to solve real-world problems and improve lives across its aerospace, smart city, defence, and public security segments. Headquartered in Singapore, ST Engineering ranks among the largest companies listed on the Singapore Exchange. Our core values are Integrity, Value Creation, Courage, Commitment and Compassion, and they guide every aspect of our business.

About Our Line of Business – eServ

Join eServ, where reliability, excellence, and ethical business practices converge to redefine Business Process Outsourcing (BPO) services. We are a premier home-grown BPO provider in Singapore with a proven track record of financial strength, reliability, and ethical conduct. Our services span finance, payroll, HR, customer care, training and development, and advisory services, designed to address the challenges businesses encounter today. We partner with clients to deliver value and support sustainable growth.

Role Overview

As a member of the National Service Registration and Enlistment team, you will analyze, investigate, and coordinate with stakeholders to manage cases. You will interact with appellants to clarify information, provide advice and instructions, and manage expectations. You will prepare submissions and reports, and make recommendations to relevant authorities for approval, following up until satisfactory closure.

Responsibilities

• Receive cases, analyze backgrounds, and determine required follow-up actions.
• Communicate with appellants as needed, and with internal stakeholders for necessary actions.
• Correspond with various agencies to retrieve data and inputs necessary for case resolution or submission, ensuring responses adhere to process flows.
• Investigate process gaps to determine root causes and provide advice for rectification. Liaise with business process owners, ground users, and system technical teams to rectify or improve process gaps.
• Support, conduct audits, and track submission of reports.
• Provide clear and concise advice and responses to queries raised via phone or email.
• Carry out administrative tasks to ensure processes are completed.

Qualifications & Requirements

• Track record of customer service experience and competency.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Proven leadership skills are advantageous.
• Meticulous with keen attention to detail, highly disciplined, service-oriented, and a good team player.
• Proficient in Microsoft Office applications (Excel & Word).
• Minimum Polytechnic Diploma.

Our Commitment

• Safe space where diverse perspectives are valued and unique contributions are celebrated.
• Meaningful work and projects that make a difference in people’s lives.
• A collaborative workplace that supports work-life balance.
• Competitive remuneration and comprehensive benefits.