ROLES & RESPONSIBILITIES

1. Customer Support & Dispute Resolution

· Manage incoming customer enquiries through ticketing systems, email, and other digital channels.

· Provide timely, empathetic, and solution-oriented responses to members.

· Resolve complaints and disputes wherever possible, escalating complex cases when necessary.

· Oversee escalated cases from automated service tools (e.g., chatbots or WhatsApp) to ensure prompt action and follow-up.

2. Internal Support & System Administration

· Act as the first point of contact for staff enquiries related to customer service systems and processes.

· Execute manual administrative updates within CRM and related platforms (e.g., updating lead sources, maintaining records).

· Support internal campaign or system configurations to ensure smooth execution.

3. Data Handling & Accuracy

· Import, export, and clean datasets across multiple markets to maintain accurate records.

· Conduct regular checks to ensure data consistency and integrity.

· Assist with preparing reports and inputs required for analysis and decision-making.

4. Customer Service Tools & Innovation

· Support the rollout, monitoring, and optimisation of customer service tools such as WhatsApp bots or centralised ticketing platforms.

· Ensure escalations from these systems are managed and resolved satisfactorily.

· Contribute to the improvement of customer service processes, recommending enhancements where possible.

5. General Administrative Support

· Provide administrative assistance to support daily business operations across departments.

· Assist with documentation, reporting, and record-keeping as needed.

· Support ad-hoc projects and assignments as delegated by management.

· Remain adaptable to expanding responsibilities in line with organisational growth and evolving needs.

CANDIDATE REQUIREMENT

· Prior experience in administration, customer service, or system support.

· Strong organisational and data-handling skills, with high attention to detail.

· Proficiency in Microsoft Excel, Google Sheets, or equivalent for managing large datasets.

· Strong English written and verbal communication skills, with the ability to manage sensitive enquiries professionally.

· Problem-solving mindset and ability to manage multiple priorities.

· Collaborative attitude with the ability to support teams across different markets.

· Familiarity with CRM or ticketing systems is an advantage