Front Desk Agent

Job Description – Front Desk Agent

• Handle daily enquiries from customers through digital communication channels, including WhatsApp, email, Facebook, and other platforms via a message aggregator system.
• Provide timely, accurate, and professional responses to customer enquiries using established communication workflows, SOPs, and response templates.
• Serve as the first point of contact for prospective and existing customers, ensuring clear, friendly, and effective communication.
• Manage and monitor incoming messages across multiple digital platforms to ensure enquiries are addressed promptly.
• Escalate complex enquiries or issues to the Front Desk Managers when further assistance or resolution is required.
• Ensure all internal and external communications maintain a professional tone and adhere to established communication standards.
• Prioritise urgent enquiries and resolve preliminary issues efficiently while managing multiple tasks simultaneously.

Requirements

• Proficient in both English and Mandarin, with intermediate to advanced written communication skills in both languages.
• Digitally savvy, with a strong understanding of digital communication etiquette and professional online engagement.
• Strong written communication and customer service skills.
• Ability to multitask and manage enquiries across multiple communication channels.
• Strong organisational skills with the ability to prioritise urgent matters and respond within appropriate timeframes.
• Ability to follow communication SOPs and templates while exercising sound judgement when handling customer enquiries.
• Professional, responsive, and detail-oriented, with the ability to maintain clear and effective communication with internal and external stakeholders.