Maid Agency Customer Service Manager

Job Summary

You will be the frontline ambassador of our agency, handling client enquiries, managing administrative documentation, and providing crucial after-sales support. Your role is vital in maintaining high client satisfaction and ensuring harmonious relationships between employers and foreign domestic workers (FDWs).

Responsibilities

• Manage incoming calls, WhatsApp messages, and walk-in clients to address enquiries professionally and guide clients through agency services
• Provide guidance and counselling to employers and helpers during the settling-in period to resolve misunderstandings or conflicts through mediation
• Prepare and process Ministry of Manpower (MOM) paperwork including Work Permit applications, renewals, cancellations, medical check-ups, and insurance purchases
• Maintain accurate and up-to-date client databases to support operational efficiency
• Schedule interviews and manage general office administrative tasks to ensure smooth agency operations
• Apply knowledge of MOM regulations to ensure compliance in domestic helper employment processes

Preferred competencies and qualifications

• Possession of a valid CEI (Certificate of Employment Intermediaries) certification is advantageous; training and sponsorship may be provided
• Minimum 1 year of experience in customer service, hospitality, or administrative support, with prior maid agency experience preferred
• Fluency in a second language (e.g., Mandarin, Malay, or local dialects) to support communication with diverse client demographics
• Demonstrated high emotional intelligence, patience, problem-solving skills, and empathy to handle client interactions effectively