Customer Support Officer (Certification & Applications)

About the role

We are currently hiring for a 3-month contract position, with the potential for extension of another 3 months.

Location: Lifelong Learning Institute, 11 Eunos Road 8, Singapore 408601

Working hours: 8.30am to 6.00pm (Monday to Thursday), 8.30am to 5.30pm (Friday)

Eligible for a completion bonus upon successful completion of the contract period.

Key Responsibilities

Customer Enquiry Management (40%)

• Review, respond to and close outstanding customer enquiries on our helpdesk system, prioritising enquiries that have been pending the longest

• Respond to general enquiries such as application steps, eligibility, fees, subsidies, assessment scheduling and retention requirements, with reference to FAQs and policy guidelines.

• Identify complex cases (e.g., technical issues, appeals and special requests) and refer them to the relevant team members with a clear summary of the case

• Check for duplicate enquiries across our systems and close enquiries that have already been resolved

• Keep enquiry records accurate and up to date to support tracking and reporting

• Maintain a professional, warm and courteous tone in all candidate communications

Application Document Review (40%)

• Review submitted certification applications against established checklists and eligibility criteria

• Verify supporting documents such as curricula vitae, educational certificates and transcripts, training records and proof of continuing professional development

• Check that the work experience declared by applicants is supported by their curricula vitae and meets the requirements of the certification level applied for with reference to IHRP Body of Competencies

• Update application records in the relevant systems in line with the review process

• Contact applicants on missing or incomplete documents, and follow up with reminders before deadlines

Lead Identification & Handover (20%)

• Identify potential leads from enquiries and applications, such as individuals interested in applying for, upgrading or renewing their certification, or applicants with incomplete applications

• Prioritise leads by their readiness to proceed, and record them accurately in a lead tracking sheet

• Handover the qualified leads to the team for timely follow-up, including invitations to application guidance sessions where relevant

• Diploma or degree in any discipline; experience in customer service, helpdesk or ticketing systems (e.g., Freshdesk) is an advantage

• Strong written English with the ability to respond clearly, concisely and courteously

• Meticulous, organised and able to manage high volumes of enquiries under tight timelines

• Strong attention to detail in reviewing curricula vitae, certificates and transcripts against set criteria; prior experience in HR, admissions or application processing is an advantage

• Able to work independently after onboarding and exercise good judgement on when to refer cases

• Proficient in Microsoft Office, such as Outlook and Excel (VLOOKUP, pivot table)

• Able to handle personal data with discretion and confidentiality