- Respond promptly and professionally to high-priority complaints or concerns escalated by internal departments or external stakeholders, ensuring a service-oriented approach.
- Act as a key point of contact between internal departments and external entities (e.g., citizens, businesses, and other government agencies) to resolve issues efficiently and effectively, with a commitment to delivering high-quality service.
- Ensure that all written communications adhere to relevant laws, regulations, and agency policies, while reflecting the agency’s commitment to quality service.
- Maintain detailed and organized records of escalations, including actions taken, outcomes, and follow-up requirements, to ensure accountability and continuous improvement in service delivery.
- Identify trends and recurring issues in escalated cases, and provide feedback to improve processes, policies, and communication strategies that enhance the quality of service. Prepare concise and insightful written briefs on complex escalated issues, offering recommendations that prioritize both resolution and service quality.
Requirement:
- Bachelor’s degree in Communications or similar related field.
- At least 2-3-years of experience in a writing or communications role
- Demonstrated ability to manage escalations and sensitive situations with tact and professionalism.
- Exceptional written and verbal communication skills.
- Ability to manage multiple tasks and work under pressure to meet deadlines.
- Experience in dispute resolution or customer service
- Analytical skills to assess complex issues and recommend solutions.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Interested candidates, please click on the following link to begin your job search journey and submit your curriculum vitae (CV) directly through the official PERSOLKELLY job application platform - GO. https://go.persolkelly.com/job/apply/9402
By sending us your personal data and CV, you are deemed to consent to PERSOLKELLY Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for account creation in GO and the purposes set out in the Privacy Policy https://www.persolkelly.com.sg/policies. You acknowledge that you have read, understood, and agree with GO’s Terms of Use https://go.persolkelly.com/Tacand the Privacy Policy. If you wish to withdraw your consent, please email us at [email protected]. Please feel free to contact us if you have any queries. Suzana Binte Slemat (EAP No. R1989461) EA Licence No. 01C4394
