URGENT
Position : Library Executive - Nanyang Dri
Contract : Immediate - end date is 31 March 2025.
Work hours
- Mondays to Thursdays : 8.30 am to 5.45 pm
Friday : 8.30 am to 5.15 pm
Lunch : 45 minutes
There will be after-office-hours (AOH) duties to be undertaken as follows:
Weekdays : 2.45pm – 9.45pm (est once a week)
Saturdays : 8.30am – 5.15pm (est once a month)
Job scope
- Manage the standard operating procedures (SOPs) for feedback management and service recovery.
- Apply the guidelines on service delivery at the libraries.
- Develop templates to ensure consistency of service.
- Provide effective and timely follow-up on enquiries received.
- Create training materials/courseware for library colleagues.
- Train and guide Library Executives in managing challenging situations.
- Identify and investigate potential issues at service touch points and intervene to perform service recovery with stakeholder(s), if applicable, to propose solution(s) to address the issues.
- Assist with investigations and mitigate the situation by providing favourable solution(s).
- Compile and analyse the compliments and complaints to provide learning opportunities for library colleagues.
- Implement, support and monitor the service quality activities, e.g. service awareness campaigns, forums, and awards.
- Supervise and assist in collection maintenance and library facilities.
- Train, manage, and participate in the assessment of a pool of student assistants.
- Provide a range of service desk and after office hours services to users in the libraries during the opening hours.
- Perform maintenance of the libraries including basic troubleshooting of equipment and working condition of library facilities.
Qualifications and competencies:
- A recognized Bachelor’s degree or diploma (in any field).
- Minimum of 3 years work experience in customer service-related industry.
- Proficient in MS Office Word, Excel and Powerpoint. Salary range between $3,000 - $3,600, depending on qualifications and experience.
- Experience in operations, customer service or communications role in academic libraries or large libraries.
- Experience in executing innovation-driven or process improvements projects.
- Experience in developing communication plans or stakeholder management in education industry.
- Service-oriented mindset with focus on customer service.
- Strong communication skills in customer interactions, presentation to stakeholders and training delivery.
- Organized and detail-oriented with ability to analyze processes and identify areas for improvements.
- Able to work independently and collaboratively in a team.
- Able to adapt and thrive in rapidly changing, complex and ambiguous environment.
- Familiarity with library management systems and some knowledge in data analysis will be added advantage.
- Experience in Project Management will be added advantage.
If you are keen, please email to [email protected]
