About Us
CapitaLand Limited (CapitaLand) is one of Asia’s largest diversified real estate groups. Headquartered and listed in Singapore, it owns and manages a global portfolio worth S$131.7 billion as at 30 September 2019. CapitaLand’s portfolio spans across diversified real estate classes which includes commercial, retail; business park, industrial and logistics; integrated development, urban development; as well as lodging and residential. With a presence across more than 200 cities in over 30 countries, the Group focuses on Singapore and China as its core markets, while it continues to expand in markets such as India, Vietnam, Australia, Europe and the USA.
The Job
We are looking for a highly motivated individual who is detail-oriented and self-driven to contribute to the overall success of the Customer Experience team. Ensuring promotional activities, operational issues and initiatives are executed and/or resolved in a timely manner in support of the business’s strategies and objectives. All activities conducted are to comply with internal policies and standard operating procedures.
Responsibilities
- Support 3 key operational objectives: Customer Experience, Cost Optimisation & Operational Efficiency
- Ensure and recommend on-time delivery and execution of marketing / promotion campaigns for all relevant stakeholders
- Conduct quality checks on processing agents and frontline staff for receipt and customer operations
- Handle daily carpark operations through updating and handling of exceptional cases
- Handle daily enquiries escalated from Internal Stakeholders, Call Centre, Retail Malls and Processing teams
- Create presentations, training materials and conduct trainings / briefing sessions to on-site and off-site operations team
- Participate in User Acceptance Test (UAT) before deployment of changes in systems
- Provide necessary support to cross-functional teams in relation to customer servicing and journeys
- Proactively review customer journeys to identify opportunities for improvements to achieve excellent customer experience
- Ensure proper and accurate documentation of all transactions into CapitaLand's information technology systems
- Implement and continuously improve work processes for all aspects, from customer experience delivery to internal operating workflows
- Continuously embrace technology and innovation to simplify or automate tasks for operation processes to drive cost savings and efficiency
- Ensure that Standard Operating Procedures (SOPs) are kept updated
- Support end-to-end vendor relationship, from contract negotiations to onboarding of new vendors and improvisation of processes to resolve operational issues that has impact on customer experience
- Provide administrative support and perform ad-hoc duties as assigned
Requirements
- Diploma in Operations or equivalent with at least 3-4 years of relevant working experience
- Related experience in Vendor Management, Customer Experience or Process Improvements will be an added advantage
- Strong proficiency in Microsoft Word, Excel & Powerpoint
- Fast and independent with strong analytical and problem-solving abilities
- Ability to drive change and provide continuous improvement ideas
- Possess good interpersonal and communication skills
Closing Statement
At CapitaLand, we advocate fair employment practices, and recruit talents based on merit and fit with our Corporate values. We provide equal opportunity for all qualified persons and build an inclusive workplace regardless of race, gender, age, religious belief or nationality.
Only shortlisted candidates will be notified.
