Customer Care Officer/ Executive (Servicing), Retail Business (1-Year Contract) - #1092542

1-year Contract via Agency

The Cuscare – Account Servicing Officer/Executive will consistently deliver quality customer service via existing channels such as our hotline, email inbox and online enquiries.

This role requires candidates to familiarise themselves with the three key segments which the Cuscare team expects to handle day to day: Residential, Small Commercial and Tenants.

Candidates must also be ready to support the ongoing development of new/digital initiatives as the company embraces new technologies to keep up with an evolving market.

The role may also include supporting the company’s other activities in line with its overall vision as a leading electricity retailer in Singapore.

Job Responsibilities

• Become well-versed with the fundamentals of our industry such as Singapore’s wholesale electricity market, retail electricity market and liberalisation towards the Open Electricity Market

• Compliance with the rules and regulations of our industry

• Customer Experience:

  o Proficient with omni-channel solution (across hotline, email, social media, Instant Messaging) to manage customers’ enquiries and/or requests

  o Confident and knowledgeable when facing any sort of queries from public/prospects

• Digital Transformation:

  o Ready to adapt and/or contribute to the digital transformation strategy of the company in both theory (policy) and practice (systems)

  o Assist customers in their transition from traditional to new/digital platforms

• Chatbot Development and Maintenance:

  o Collaborate with internal stakeholders and external vendors to design, develop, and implement a generative AI chatbot with live agent functionality, ensuring alignment with brand voice and customer service standards

  o Regularly test, update, and fine-tune the chatbot’s knowledge base and functionalities to ensure accuracy, improve user experience, and meet performance metrics

  o Proofread and verify chatbot responses in both English and Mandarin, ensuring relevance and accuracy in relation to industry standards

  o Work closely with Marketing and Cuscare teams to gather feedback, analyze user interactions, and implement enhancements to improve chatbot performance and user engagement

Minimum Requirements

• Basic understanding of Artificial Intelligence (AI), chatbot technologies and digital marketing strategies

• Strong interpersonal skills to work effectively with various stakeholders, both within and outside our company

• Excellent communication skills - able to write, present and correspond effectively with any stakeholder(s) as required

• Prior experience or knowledge in relevant industries is an advantage

• Adequate proficiency in MS Office. Experience with CRM, ERP or other relevant enterprise software/solutions are a plus

• Diploma/Degree in related field(s) is an advantage

This position is based in Somerset.