Manager, Customer Experience Management (CXDO)
Duration: 1 Year Contract
Working Hours: Monday - Thursday: 9.00AM - 6.30PM, Friday: 9.00AM - 6.00PM
Work Location: Near to Paya Lebar MRT
What the role is
This is a temporary contract under the division Customer Experience & Data Office (CXDO).
What you will be working on:
Reporting to the Principal Manager or Team Lead, the Manager will be responsible for the following:
Service Operations
- Support the supervision on the operations of the organisation and WSG ‘One Call Centre’ (OCC) which is managed by an outsourced vendor.
- Monitor and verify OCC’s KPI achievements and ensure that necessary remedial actions are carried out promptly.
- Manage knowledge transfer activities to Customer Service Officers (CSO) and coordinate briefings and trainings conducted by Divisions
- Propose and implement SOPs to improve efficiency, quality and performance consistency.
- Support OCC officers to achieve timely resolution of cases.
- Manage case investigations and review findings on complaints/feedback related to OCC service and quality.
- Ensure prompt service recovery measures are carried out and propose corrective actions to meet quality requirements.
- Facilitate and maintain IT system access rights requests for new OCC officers.
Case Management and Reports
- Triage complex cases among divisions and ensure timely case resolution.
- Manage case investigations and prepare incident report / review findings on complaints/feedback. Manage complicated cases and attend to customers’ feedback.
- Collate and track data/ information/ statistics for regular reports.
Knowledge Management
- Work with the organisation's divisions to improve the contents on Service Portal to ensure clarity, accuracy, and completeness of contents.
- Update the Case Categorisation Matrix due to new or changes to programmes/initiatives work with divisions to develop relevant knowledge articles
What we are looking for
Tertiary qualifications
- At least 3 years of relevant work experience in service delivery operations and customer service
- Proficient in Microsoft Excel and other tools to perform data analysis and prepare reports
- Possess effective interpersonal and stakeholder engagement skills, and is customer-centric
- Meticulous and attentive to details.
We regret to inform that only shortlisted candidates will be notified.
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