Job Responsibilities:
- General enquiry handling to manage customers’ feedback, respond in a timely manner, address issues and close the loop with internal stakeholders.
- Manage customers’ complaint, provide initial assessment and work with team to investigate the feedback.
- Manage the compliments framework, report substantive compliments and prepare internal communications for recognition award.
- Manage MP Appeal letters, respond in timely manner, address issues and close the loop with appellants and MP.
- Prepare data and reports to update management on key customer interactions with TADM and new service initiatives.
- Act as liaison officer and work closely with MOM Customer Responsiveness Department and Labour Relations and Workplaces Division on customer experience standards and related projects.
- Ensure service standards are achieved and work closely with all departments in TADM as well as other agencies.
- Manage vendor and oversee the day-to-day service centres’ operations which include management of big group walk-ins, redeployment of Customer Service Ambassadors (CSAs) to assist with crowd management and conduct training on new SOPs/initiatives.
- Engage vendors to conduct regular customer surveys, assess customer satisfaction levels and recommend appropriate intervention.
- Oversee implementation of customer service initiatives through close collaboration with relevant stakeholders.
- Other duties as assigned from time to time, like new projects and initiatives with amendments of the legislations and the digitalisation movement.
Job Requirements:
- 1 to 3 years of experience in customer service;
- Possess strong interpersonal, organisational, communication and writing skills.
- Multi-tasking capabilities and willingness to go the extra mile;
- Customer oriented, positive attitude and able to work independently;
- Analytical skills to understand customer needs and to develop frameworks to address them.
Kindly state your expected salary in your resume. The position offered will be commensurate with the candidate’s experience and suitability.
