Farah Chew
Customer Assurance Executive at SingPost Centre- Claim this Profile
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English Professional working proficiency
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Malay Professional working proficiency
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Bahasa Indonesia Professional working proficiency
Topline Score
Bio
Credentials
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Bachelor of Commerce
Murdoch University -
Bachelor of Commerce
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Experience
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SingPost Centre
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Singapore
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Retail
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1 - 100 Employee
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Customer Assurance Executive
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Mar 2021 - Present
- Manage end to end Social Media cases, Executive Escalations through various channels. - Support in analyzing root causes, progress, action and gaps through all channels and database to drive and implement process changes, reduce problem incidences to improve customer experience. - Provide support in summary of complaints/feedback scorecard on weekly, biweekly basis to Management. - Manage end to end Social Media cases, Executive Escalations through various channels. - Support in analyzing root causes, progress, action and gaps through all channels and database to drive and implement process changes, reduce problem incidences to improve customer experience. - Provide support in summary of complaints/feedback scorecard on weekly, biweekly basis to Management.
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GREAT EASTERN
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Singapore
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Insurance
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700 & Above Employee
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Digital Communications Associate
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Oct 2020 - Mar 2021
Manage and resolve policyholders, distribution representatives and business partners issues related to insurance matters. - Assess and manage appeals, feedbacks and minor complaints from policyholders, distribution representatives and business partners. - Maintain awareness of industry trends on regulatory compliance, emerging threats, and appropriate steps to mitigate the risks. Manage and resolve policyholders, distribution representatives and business partners issues related to insurance matters. - Assess and manage appeals, feedbacks and minor complaints from policyholders, distribution representatives and business partners. - Maintain awareness of industry trends on regulatory compliance, emerging threats, and appropriate steps to mitigate the risks.
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Changi Airport Group
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Singapore
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Aviation and Aerospace Component Manufacturing
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700 & Above Employee
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Customer Experience Associate
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Sep 2018 - Jan 2020
iShopChangi Customer Experience Team - Assist in Livechats and customer enquiries for the iShopChangi shopping platform - Assist in conducting customer service audits from Terminal 1-4 - Manage and handle everyday customer service operations - Follow up with technical team and key individuals within the company on issues faced by customers -- - Administrative work such as refunds, service recovery framework, response templates iShopChangi Customer Experience Team - Assist in Livechats and customer enquiries for the iShopChangi shopping platform - Assist in conducting customer service audits from Terminal 1-4 - Manage and handle everyday customer service operations - Follow up with technical team and key individuals within the company on issues faced by customers -- - Administrative work such as refunds, service recovery framework, response templates
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The Lo & Behold Group
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Hospitality
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100 - 200 Employee
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Guest Relations Executive, Straits Clan
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Jan 2018 - Sep 2018
- Manage and handle everyday operations for the members-only club concept by the group - Maintain excellent relations with members of the club and be the point of contact towards networking amongst members - Set operating standards and produce operating manuals for the team - Asssit in gathering and expanding members database - Execute in-house and external events - Manage and handle everyday operations for the members-only club concept by the group - Maintain excellent relations with members of the club and be the point of contact towards networking amongst members - Set operating standards and produce operating manuals for the team - Asssit in gathering and expanding members database - Execute in-house and external events
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SPACE Club Singapore
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5 Magazine Road
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Marketing and PR Executive
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May 2016 - Dec 2016
Marketing and PR Executive, SPACE Club Singapore: · Planned and organized company’s presence in several communication channels, including – traditional media channels, online, social media and in-house and corporate events · Identified relevant media influencers, and generated awareness of opportunities · Maintained media contacts which were necessary for execution of the media action plans, to enhance brand visibility · Supervised all aspects of in-house and corporate events: planned, coordinated and executed events. Oversaw the planning and execution of logistics and operations as well as supervised the production of events by working with event sponsors, contractors and internal/external teams on all aspects of planning the event Show less
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Caerus Holdings
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Singapore
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Brand Relations Manager
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Nov 2015 - May 2016
Brand Relations Manager, Caerus Holdings: · Involved in decision-making process together with key operations staff and management decision makers, facilitating execution of the work process and group’s direction · Responded promptly and answered/resolved customer inquiries and complaints · Developed the customer service policy for the organization: developed customer service procedures and standard operating process manuals and performance level reviews · Communicated with customers to receive their valuable feedbacks and suggestions for improvement in company’s products/services Show less
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Massive Collective and FoodMatters.ME
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Singapore
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Marketing, PR and Customer Service Executive
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Jan 2014 - Jun 2015
Marketing and PR Executive, Massive Collective: · Coordinated execution of email broadcast campaigns, public relations, events · Frequently managed online marketing campaigns successfully on social media platforms · Interacted with colleagues and suppliers to build close working relationships Marketing and PR Executive, Massive Collective: · Coordinated execution of email broadcast campaigns, public relations, events · Frequently managed online marketing campaigns successfully on social media platforms · Interacted with colleagues and suppliers to build close working relationships
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Administrative Officer and Receptionist
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2013 - 2014
Administrative Officer and Receptionist, Stephenson Harwood (Singapore) Alliance: - Handled all clients in the Singapore office - Assisted Business Development department with planning, managing and executing seminars and talks Administrative Officer and Receptionist, Stephenson Harwood (Singapore) Alliance: - Handled all clients in the Singapore office - Assisted Business Development department with planning, managing and executing seminars and talks
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SilkAir
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Airlines and Aviation
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200 - 300 Employee
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Cabin Crew
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Jun 2008 - Jun 2013
Cabin Crew, Silkair: · Sorted requests and queries of passengers with regards to flights, routes and services · Assisted and prepared passengers for complications during landing and take-off as well as ensuring passenger’s safety during emergencies · Selected to mentor, guide, direct and supervise numerous junior crews · Delivered exceptional customer service with extensive product and safety knowledge Cabin Crew, Silkair: · Sorted requests and queries of passengers with regards to flights, routes and services · Assisted and prepared passengers for complications during landing and take-off as well as ensuring passenger’s safety during emergencies · Selected to mentor, guide, direct and supervise numerous junior crews · Delivered exceptional customer service with extensive product and safety knowledge
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Zouk Management
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Singapore
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Entertainment Providers
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1 - 100 Employee
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Front Office Executive/ Door Host
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2006 - 2008
Front Office Executive/ Door Host, Zouk Singapore: - Connect, PR as well as build and maintained close relationships with customers and key industry players Front Office Executive/ Door Host, Zouk Singapore: - Connect, PR as well as build and maintained close relationships with customers and key industry players
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Education
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2012 - 2016
Murdoch University
Bachelor of Commerce (B.Com.), Public Relations -
2012 - 2016
Murdoch University
Bachelor of Commerce (B.Com.), Tourism and Hospitality Management -
2005 - 2009
Temasek Polytechnic
Diploma, Design and Visual Communications, General -
2001 - 2004
CHIJ Katong (Secondary) School
High School, Arts
Community
