Job Description

[What the role is]
Greetings, talented individuals! Want to be part of our awesome Service Excellence team in the Digital Transformation & Service Excellence department? We are all about providing seamless and personalized experiences for STB\'s customers. We believe in delivering exceptional service and creating an unforgettable tourism experience through digital innovation.

We are on the lookout for an experienced Service Excellence Manager who can take charge of overseeing the STB Contact Centre. You will be working with a vendor and dynamic team that includes a supervisor, a team lead, and a group of customer service officers (CSOs). As the CSOs are the heroes behind our Customer Relationship Management (CRM) system, you will be collaborating closely with them to understand their operations and tackle any challenges they face in using the CRM. Together with our internal project team and vendors, we\'ll make iterative changes and celebrate our successes along the way!

If you are someone who loves digging into the voice of customer (VOC) data from various channels, identifying those golden opportunities for improvement, and getting everyone onboard, then you are the perfect fit! Driving change and enhancing the tourism experience using VOC data is our top priority. You will have plenty of room for growth and the chance to be a pioneer in revolutionising the tourism experience, with a special focus on digital channels and tools.

So, come join us on this exciting journey and let\'s make magic happen in the world of service excellence and digital transformation!

[What you will be working on]

Are you ready to take on the exciting role of a Service Excellence Manager? Here is what you will be doing in this position:

\xf0\x9f\x94\x8a Be the Voice of the Customer to Drive Change: Get ready to dive into the world of data analytics! You will use digital tools to measure important metrics and interpret customer data. This will help us streamline work processes, create even better tourism products, and enhance the overall customer experience. Share this valuable customer service data with our STB teams and stakeholders to multiply the change. Together, we will build a customer-centric tourism industry in Singapore!

\xf0\x9f\x9a\x80 Optimise and Evolve Contact Centre Operations: You will oversee our Contact Centre operations. Working closely with our outsourced vendor, you will monitor performance, identify and tackle any problems that come our way, and make sure everything runs like a well-oiled machine. You will also play a key role in the recruitment process for new customer service officers, bridging the knowledge gap between them and our internal stakeholders as a Service Partner. Plus, you will have the chance to develop the Contact Centre strategy that supports inquiries in a channel-agnostic environment and lend a hand to our Quality Service Manager office.

\xf0\x9f\x8c\x9f Influence Product Development: You must enjoy working with internal teams. Together, we\'ll refine our CRM user stories and requirements to ensure they reflect the needs of our users. As a change agent, you will help us identify and drive the digital features in CRM which best support the STB Contact Centre. We use Salesforce, which has many possibilities!

[What we are looking for]

• Enjoys building relationships with internal stakeholders and be empathetic towards others on digital challenges
• Commitment to continuously improving the customer experience and exceeding customer expectations
• Ability to prioritise tasks, meet deadlines, and manage resources effectively
• Stays on top of follow-up tasks with stakeholders and close the loop in a timely manner
• Knowledge of service excellence frameworks and best practices
• Experience in managing and resolving customer complaints and escalations
• Good verbal and written communication skills in English to effectively interact with customers, internal line units, senior management and external stakeholders or agencies
• Proficient in using data and metrics to measure and evaluate service performance
• Strong analytical skills to identify trends, patterns, and areas for improvement in service delivery
• Familiar with agile methodologies and project management tools
• Working effectively within STB to achieve results
• Serving with heart, commitment and purpose
• Being innovative and learning continuously
• Customer Service and Case Management - Effectively deliver services, coordinate and manage service cases, from the start of service requests to their resolution, including resolving service challenges and performing service recovery where needed. Manage, develop and review the quality of services delivered through establishment of quality assurance standards and conducting quality checks to identify areas of improvement.
• Change Management - Systematic approach to deal with transition or transformation of an organisational goal, process or new technology adoption. Implement strategies to facilitate change and help people adapt to the change.

Government Technology Agency