Institute For Human Resource Professionals Limited Hiring! Part Time Customer Support Officer (Certification - Applications) in - Ricebowl

Key Responsibilities

Customer Enquiry Management (80%)

• Review, respond to, and close customer enquiries through the helpdesk system, prioritizing the oldest outstanding enquiries to ensure timely and effective resolution.
• Respond to enquiries relating to certification application processes, eligibility requirements, fees and subsidies, assessment scheduling, certification retention requirements.
• Refer complex cases such as technical issues, appeals, and special requests to the appropriate internal teams with clear case summaries.
• Check and remove duplicate enquiries across systems and close cases that have already been resolved.
• Maintain accurate and up-to-date enquiry records to support tracking and reporting.
• Respond to all customer enquiries in a professional, courteous, and empathetic manner across multiple communication channels, ensuring a positive and consistent customer experience.

Application Review & Processing (20%)

• Review certification applications against established eligibility criteria and application checklists.
• Verify supporting documents such as Curriculum Vitae (CV), educational certificates and transcripts, training records and Continuing Professional Development (CPD) records.
• Assess whether applicants' work experience aligns with the certification requirements and competency standards.
• Update application records accurately within internal systems.
• Follow up with applicants on missing or incomplete documentation and send reminders before stipulated deadlines.

Lead Identification & Handover

• Identify potential leads from enquiries and applications, including new certification applicants, certification upgrades, certification renewals and incomplete applications requiring follow-up.
• Assess and prioritise leads based on candidates’ readiness to proceed, and maintain accurate records in the lead tracking system.
• Hand qualified leads to the relevant team members for prompt follow-up.

Requirements

• Diploma or Degree in any discipline.
• Experience in customer service role will be advantageous.
• Familiarity with helpdesk or ticketing platforms (e.g. Freshdesk) is preferred.
• Strong written communication skills with the ability to respond clearly, accurately, and professionally.
• Meticulous with excellent attention to detail, especially when reviewing documents against prescribed criteria.
• Comfortable managing a high volume of enquiries while meeting service timelines.
• Able to work independently, exercise sound judgement, and escalate cases appropriately.
• Proficient in Microsoft Office applications, particularly Outlook and Excel (e.g. VLOOKUP, PivotTables).
• Able to handle confidential and personal information with professionalism and discretion.

Pay: From $12.00 per hour

Expected hours: 42.0 per week

Work Location: In person