Retention Specialist (Customer Svc/ Telesales experience) - #1111990

1. JOB DESCRIPTION

The CMP Programme is part of the ‘Adapt and Grow’ initiative by WSG which is targeted at Singaporeans (PMETs/ Non-PMETs) who are affected by redundancy and job loss. Unemployed jobseekers are referred to this programme where they are then qualified and enrolled. They are assessed by their assigned Career Consultant on their job readiness, whereby bespoke action plans are developed and effective career consultancy / case management is administered, leading to employment and continued support for the first 12 months once they enter work.

Key Responsibilities

a. Client Engagement

• Clarify and manage Job Seeker expectations of the programme including responsibilities of both parties, data protection and programme requirements in order to achieve buy-in

• Provide career consultancy support including resume tailoring, interview preparation, exploration of alternative career options, etc. according to Job Seeker needs

• Identify barriers to employment, job goals and various training needs to develop mutually agreed upon Action Plan to support Job Seeker back into employment

• Hold regular follow-up appointments to provide accountability and monitor progress on Action Plan, adjusting along the way as necessary

• Motivate, encourage and empower Job Seekers throughout their job search journey

b. Business Partnering

• Work with the business development team to communicate and value-add of AKG/ CMP Programme to build relationships with employers and secure new vacancies

• Understand employer business needs and partner with them to fulfil their hiring requirements by matching suitable Job Seekers accordingly

• Research and maintain up-to-date knowledge of the local labour market, employers and industry sectors

c. In-Work Support

• Support Job Seekers through their first 12 months of new employment via monthly calls to ensure sustained employment

• Assist Job Seekers with adjusting to their new work environment, troubleshooting any issues that may affect sustained employment

d. Administration & Quality

• Adhere to AKG, Project and WSG guidelines, policies, and procedures at all times

• Document all correspondences and support rendered to Job Seekers on CRM system

• Ensure Job Seeker details on all systems are updated in a timely and accurate manner

• Provide accurate and timely reporting on all relevant activities

• Maintain strict confidentiality of Job Seeker information in accordance to PDPA requirements

Job Requirements

• Minimum Diploma / Degree qualification

• Minimum 4 years of working experience with relevant transferable straits

• IT-savvy with the ability to pick up new systems / software

• Experience working in a customer facing environment

• Evidence of setting and achieving targets across a broad range of KPIs

Skills and Attributes

• Exceptional communication and collaboration skills, with the ability to adapt to a wide range of communication and learning styles

• Ability to manage conflicting objectives and demonstrate strong negotiation skills to resolve issues

• Strong interpersonal skills – specifically around building rapport, listening, asking good questions and influencing skills to build and maintain effective relationships

• Customer-focused, with a strong commitment to customer care

• An organised and effective planner with an eye for detail

• Able to manage own time and the time allotted to clients effectively

Remuneration / Benefits

• Remuneration shall commensurate with relevant experience.

• Flexible Benefits of $1200 per year upon 1st year anniversary.

• Medical and Dental coverage by panel clinics

• Team bonding activities.

• Birthday Celebration.

• Hybrid work arrangement till further notice.