Review, respond to, and close customer enquiries through the helpdesk system, prioritizing the oldest outstanding enquiries to ensure timely and effective resolution.
Respond to enquiries relating to certification application processes, eligibility requirements, fees and subsidies, assessment scheduling, certification retention requirements.

Refer complex cases such as technical issues, appeals, and special requests to the appropriate internal teams with clear case summaries.
Check and remove duplicate enquiries across systems and close cases that have already been resolved.
Maintain accurate and up-to-date enquiry records to support tracking and reporting.
Respond to all customer enquiries in a professional, courteous, and empathetic manner across multiple communication channels, ensuring a positive and consistent customer experience.

Application Review & Processing (20%)

Review certification applications against established eligibility criteria and application checklists.
Verify supporting documents such as Curriculum Vitae (CV), educational certificates and transcripts, training records and Continuing Professional Development (CPD) records.

Assess whether applicants' work experience aligns with the certification requirements and competency standards.
Update application records accurately within internal systems.
Follow up with applicants on missing or incomplete documentation and send reminders before stipulated deadlines.

Lead Identification & Handover

Identify potential leads from enquiries and applications, including new certification applicants, certification upgrades, certification renewals and incomplete applications requiring follow-up.

Assess and prioritise leads based on candidates’ readiness to proceed, and maintain accurate records in the lead tracking system.

Able to commit for at least 3 months.
Diploma or Degree in any discipline.
Experience in customer service role will be advantageous.
Familiarity with helpdesk or ticketing platforms (e.g. Freshdesk) is preferred.
Strong written communication skills with the ability to respond clearly, accurately, and professionally.
Meticulous with excellent attention to detail, especially when reviewing documents against prescribed criteria.
Comfortable managing a high volume of enquiries while meeting service timelines.
Able to work independently, exercise sound judgement, and escalate cases appropriately.
Proficient in Microsoft Office applications, particularly Outlook and Excel (e.g. VLOOKUP, PivotTables).
Able to handle confidential and personal information with professionalism and discretion.

Skills

Description