- 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.
Elsa Fontanne (CEI No. R24124496)
Recruitment Consultant
Contact Number: 67860100
Email Address: [email protected]
Recruit Express Pte Ltd / EA Licence No: 99C4599
We regret only shortlisted candidates will be contacted
