Dedicated service, prompt assistance: Households find reliable help with maid agency’s holistic support

When a domestic helper was admitted to the intensive care unit for a viral infection, her employer was at a loss.

Anxious and unsure of the next steps, the employer reached out to the helper’s agency, Island Maids, for assistance.

Once they were informed about the situation, the Island Maids team sprung into action. Together with Island Maid’s on-site welfare officer, chief executive officer Gabriel Ee visited the helper in the hospital and contacted her family overseas. They also liaised with the hospital staff and insurer while keeping the employer updated throughout the ordeal.

This level of hands-on care and responsiveness has earned Island Maids its reputation for going the extra mile. “We see it as our responsibility to ensure all parties are taken care of, whether the helper has worked for one month or five years,” says Mr Ee.

In recognition of its service standards, Island Maids earned a place among over 300 companies listed in Singapore’s Best Customer Service 2025/26, as surveyed by Statista and The Straits Times.

While some agencies function as a middleman, Island Maids takes a proactive approach. “This is the assurance that we give our clients,” says Mr Ee. “It’s our response to unique and challenging situations that really differentiate us from competitors.”

To the team, good customer service means more than just processing paperwork or coordinating interviews. Ms Melody Tham, the agency’s managing director, says: “It is about journeying with our clients throughout the employment of their helpers, honouring our service to each client. We pride ourselves on being there for our customers, no matter the situation.”

Matching personalities, not just skill sets

No two families are the same, which is why personalised employer-employee placement is central to Island Maids’ customer service model, says Ms Tham.

“Employment is a two-way thing,” notes Mr Ee. He explains that his agency conducts detailed consultations and video interviews to ensure that both employers and potential candidates are a good match.

The little things matter too, for a successful placement. “We go a step further and look at matching personalities too,” says Mr Ee. “For example, if the elderly person is very quiet, and you send in someone who is very chirpy and talkative, sometimes it might not work well and both sides will get very frustrated and irritated.”

To improve placement outcomes, Island Maids has a structured programme that prepares helpers for life in a Singaporean household.

Rather than focusing on chores – which are taught prior to arrival – the programme addresses cultural differences and basic communication gaps that may cause misunderstandings.

“The goal is to help them understand the purpose of their work here, how to navigate day-to-day interactions with their employers and respond appropriately to common household situations.” These include understanding mobile phone etiquette and knowing when to step back during emotionally tense moments in a household.

“These little things may not seem like a big deal but in the domestic employment context, situations can go out of hand quite quickly if not managed well,” says Mr Ee.

Two of the four trainers at Island Maids are registered nurses who can be deployed to the employer’s homes to conduct additional or refresher training. As an approved training partner with the Agency for Integrated Care, Island Maids also conducts classroom-based and home-based eldercare training for domestic helpers and caregivers.

Customer service from the ground-up

To ensure both employer and helper are doing well, the Island Maids team checks in on them one to two months into the placement. If there are any concerns either party is hesitant to share, the team will help to bridge the conversation.

Back at Island Maids’ headquarters, monthly meetings allow staff to review feedback, share case studies and brainstorm ways to handle tricky situations. Mr Ee says experience in the field is important. He explains: “Unless you understand what is happening on the ground, you won’t be able to truly understand what customers require.”

Getting feedback from clients also helps the Island Maids team fine-tune their services. “While we can’t guarantee that 100 per cent of our customers are 100 per cent satisfied, we never shy away from feedback,” says Ms Tham. “Every piece of feedback is an opportunity on how we can improve and serve our customers better.”