• 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.
• Identify and investigate potential issues at service touch points and intervene to perform service recovery with stakeholder
• Assist with investigations and mitigate the situation
• Compile and analyse the compliments and complaints
• Implement, support and monitor the service quality activities
• Supervise and assist in collection maintenance and library facilities.
• Train, manage, and participate in the assessment
• 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
*Interested applicants may email resume to [email protected]
Cheryl Lee Shi Le (CEI Registration No: R1434624)
Recruit Express Pte Ltd (EA: 99C4599)
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