Total 3 customer service manager job vacancies in ITE-CW (College West)

[What you will be working on]

The Customer Relations (CRR) department performs the Corporate Communications role at the College. It oversees matters related to college event management, marketing communications as well as school/corporate visits as part of networking and outreach endeavours.

As a Head/Senior Officer, you will be expected to:

- Manage the operations of the Experience ITE Centre - a centre set up to promote the ITE brand of education to secondary school students

- Promote and market ITE courses to secondary school students, through outreach efforts and programmes

- Plan, manage and support projects related to events for outreach to students, teachers and parents through career fairs, talks, workshops and learning journeys

- Manage student leaders in relation to the promotion of the College

- Aid in the College’s social media engagement efforts

- Assist with other CRR-related functions including branding and promotion campaigns as well as coordination efforts with regards to the hosting of international visitors.

[What we are looking for]

- You are a team player with minimum 2 years’ experience working either in outreach, marketing or corporate communications.

- You should possess good interpersonal and communication skills, able to project manage, multitask and cope well under pressure.

- You believe in and enjoy working with young adults,

- Those who are well-equipped to analyse customer interactions and feedback, identify patterns and trends, and make data-driven decisions to improve customer satisfaction and overall performance indicators, will be considered favourably. 

Applicants may check their application status at the end of 8 weeks from the closing date of this job posting.

[What you will be working on]

You will be required to:

• Lead and supervise a team of support staff in day-to-day operations, key systems and customer service touch-points (Counter, Call Centre and Email), and any new touch-points created
• Execute daily work at assigned touchpoint(s) through understanding of customer service policies, work processes and use of systems (e.g. Telephony, Customer Relationship Management, Queue Management, etc.)
• Attend to customer feedback, complaints and compliments
• Coordinate and liaise with various stakeholders (internal/external) for intakes and support department projects and prepare related reports for submission.
• Help manage the social media platforms and QSM system.
• Assist and support any other projects/events/duties as assigned within the department

[What we are looking for]

• You should be a team player with at least three years’ experience in the service industry
• You should be IT Savvy with a knowledge of CRM systems, have an affinity for learning, exploring and applying technological and digital solutions to the workplace
• You should also have proven administrative and organisational skills, as well as excellent interpersonal, written and oral communication skills
• You should be able to lead/supervise a team of support/counter staff

Applicants may check their application status at the end of 8 weeks from the closing date of this job posting.

[What you will be working on]

In addition to your teaching duties, you will carry out industry or consultancy projects to help you remain relevant in your profession and to evolving changes in industry, and maintain strong linkages with industry and schools. You will also have the opportunity to have industry attachments or experience on a regular basis to update your skills, knowledge and practices of your profession.

[What we are looking for]

You should have relevant work experience in a service orientated organization preferably in the healthcare industry.

You should possess excellent administration and operations skills, with hands-on experience / expertise to teach in at least 3 or more of the of following areas:

• Customer Service and/ or essential patient management services related background such as infection control, patient care and healthcare financial advisory & counselling
• Customer Relationship Management applications (experience in using Patient Services software used in the healthcare industry, Salesforce or Suite CRM)
• Service Quality Management
• Data analysis tools and data mining skills (experience in using Qlik, Tableau, Power BI etc)
• Service Centre Operations with experience in handling omni-channel services application (experience in using Sangoma, Zendesk, HoduSoft, OmniPath etc would be an added advantage)
• Background in service design thinking would be desirable

Background in service design thinking would be desirable

Those with good and relevant experience can look forward to Senior Lecturer or equivalent positions, with career development opportunities to leadership positions in the colleges or Headquarters.

Applicants may check their application status at the end of 8 weeks from the closing date of this job posting.