[What the role is]
As a Senior Officer, your role is to supervise/lead operations at the Customer & Visitor Centre (CVC) under the Customer Relations Department (CRR). You will need to execute policies and procedures to ensure that a standardised level of service is maintained. You will also be required to handle/support projects in functional areas within the department.
As a Senior Officer, your role is to supervise/lead operations at the Customer & Visitor Centre (CVC) under the Customer Relations Department (CRR). You will need to execute policies and procedures to ensure that a standardised level of service is maintained. You will also be required to handle/support projects in functional areas within the department.
[What you will be working on]
You will be required to:
- Lead and supervise a team of support staff in day-to-day operations, key systems and customer service touch-points (Counter, Call Centre and Email), and any new touch-points created
- Execute daily work at assigned touchpoint(s) through understanding of customer service policies, work processes and use of systems (e.g. Telephony, Customer Relationship Management, Queue Management, etc.)
- Attend to customer feedback, complaints and compliments
- Coordinate and liaise with various stakeholders (internal/external) for intakes and support department projects and prepare related reports for submission.
- Help manage the social media platforms and QSM system.
- Assist and support any other projects/events/duties as assigned within the department
[What we are looking for]
- You should be a team player with at least three years’ experience in the service industry
- You should be IT Savvy with a knowledge of CRM systems, have an affinity for learning, exploring and applying technological and digital solutions to the workplace
- You should also have proven administrative and organisational skills, as well as excellent interpersonal, written and oral communication skills
- You should be able to lead/supervise a team of support/counter staff
Applicants may check their application status at the end of 8 weeks from the closing date of this job posting.
