Customer Service Officer

Job Purpose

The Customer Services Executive supports the Club’s daily front office operations while assisting with membership administration and services. The role focuses on delivering excellent customer service to members and guests, managing front desk activities, and ensuring membership processes are handled efficiently and accurately.

Key Responsibilities:

Front Office & Membership Service:

1. Perform daily opening and closing duties of the front desk counter, including preparation of operational materials, system logins, checking membership systems and equipment, ensuring the counter area is properly secured and organized at the end of the shift

2. Conduct proper shift handovers, ensuring pending member enquiries, operational matters, messages and documents are clearly communicated to the next shift.

3. Manage daily front desk operations and ensure a welcoming and professional environment for members and guests.

4. Greet members and visitors, attend to enquiries, and provide general information about the Club’s facilities, services, and events.

5. Handle member enquiries via walk-in, phone, email,and WhatsApp in a prompt and professional manner.

6. Answer and direct incoming calls, record messages,and maintain visitor logs where required.

7. Assist members with account enquiries,including:

• Login issues
• Updates to personal particulars
• Membership account and billing enquiries.

8. Respond to queries relating to statements of account, charges, and billing matters.

9. Investigate and resolve simple billing discrepancies and escalate complex matters to the Finance Department where necessary.

10. Process requests for:

• Replacement membership cards
• Car decal letters
• Reciprocal club introduction letters
• Other membership-related documentation.

11. Maintain the front desk area to ensure it remains tidy, organised, and presentable at all times.

12. Update relevant systems including the Electronic Parking System (EPS) and membership database when required.

13. Coordinate returned mail, document dispatch, and other front office administrative tasks.

14. Assist with member registrations for Club events and activities.

15. Accept payments for membership-related services such as replacement cards or other applicable fees.

16. Handle front desk cashiering duties, including receiving payments via cash, credit card, or electronic payment methods,issuing receipts, and ensuring accurate recording of transactions in accordance with the Club’s financial procedures.

17. Ensure proper reconciliation and closing of daily front desk transactions, including balancing receipts and payments, preparing daily reports where required, and submitting records to the Finance Department in accordance with established procedures.

18. Log member feedback, complaints, or service issues and escalate unresolved matters to the Membership Services Manager or relevant departments.

19. Maintain proper documentation and filing of front office and membership-related records.

Membership Administration:

20. Assist with the processing of membership matters including:

• New membership applications
• Membership transfers
• Resignations
• Reinstatements
• Status changes (e.g. absentee, deceased).

21. Handle applications and updates relating to family,spouse, and junior memberships.

22. Maintain accurate and up-to-date membership records within the Club’s database.

23. Prepare and issue membership-related items including:

• Membership cards
• Car decals
• Welcome packs
• Official membership correspondence

24. Support updates relating to deceased members and ensure records are properly maintained.

25. Assist in managing corporate membership nominee changes.

26. Prepare reciprocal club introduction letters where required.

27. Provide new members with essential information regarding Club facilities, services, rules, and policies.

28. Ensure strict confidentiality and accuracy of all membership data.

29. Support compliance with the Club’s Constitution,by-laws, and membership policies

Event Support

30. Provide operational support during Club events such as AGM, EOGM, Open House, Formula 1 events, and other major Club activities.

31. Assist with registration, member and guest assistance, payment collection, and general event coordination as required.

Workplace Safety & Compliance

32. Follow workplace safety and health policies and safe work procedures implemented by the Club.

33. Avoid any unsafe or negligent acts that may endanger yourself or others.

34. Properly use personal protective equipment (PPE)provided where applicable and ensure it is not tampered with or misused.

Other Duties:

35. Perform any other administrative duties or projects assigned by the Membership Services Manager or Head of Department.

36. Support departmental initiatives and operational improvements when required.

Requirements: -

• Minimum Diploma qualifications with 2-3 years of relevant experience in customer service or membership-related roles.
• Good interpersonal skills and able to interact with all levels internally and externally in a professional and responsive manner
• Able to work independently and as part of a team
• Self-motivated and have strong initiative
• Ability to work in a fast-paced environment and multitask effectively
• High attention to details with strong organization skills
• Good communication and people skills, with a customer service orientation
• Proficiency in MS office (Word, Excel, Outlook, PowerPoint)
• Experience with membership software is a plus

Benefits in joining us:

• Complimentary daily staff meal
• Birthday leave and vouchers
• Holistic medical & insurance health benefits for staff
• Central location. Easy access to public transport
• Only shortlisted candidates will be notified