Job Description

What the role is:Are you passionate about customer service and service excellence? Do you want to be at the heart of learning in the Public Service? Then this is the role for you. As part of the Customer Experience team in CSC, you will: \xef\x82\xa7 Be part of the team to drive and promote service excellence in CSC \xef\x82\xa7 Advocate CSC\'s service standards to enhance customer service within the organisation \xef\x82\xa7 Develop and implement improvements in service delivery and front-line efforts to enhance customer service experience by resolving customer feedback and recovering service lapses \xef\x82\xa7 Perform service recovery to resolve complaints and unhappiness in the shortest time possible, adhering to CSC\'s service standards and regulations \xef\x82\xa7 Manage and support Customer Service Operations \xef\x82\xa7 Manage and partner with vendor to ensure the smooth running of CSC\'s Contact Centre \xef\x82\xa7 Conduct and report Customer Service Trend Analysis to measure service performance and identify key service gaps to be addressed to improve overall service experience \xef\x82\xa7 Work with key stakeholders and partners within the organisation to drive key projects and initiatives to resolve service gaps and issues, and improve overall service experienceWhat you will be working on:Customer Service Operations - Manage the daily operations of CSC\'s Contact Centre to ensure timely logging and responses of all enquiries and feedback via the Case Management and Contact Centre Systems - Evaluate Contact Centre\'s performance against predefined KPIs - Handle complex enquiries from learners and training coordinators on programme matters, including appeals and feedback across multiple touchpoints (CSC\'s Contact Centre, emails and feedback forms) - Manage Quality Service Management (QSM) feedback and address it in a timely manner, with the constant aim of improving the College\'s overall service delivery - Assess current and future needs, and implement appropriate IT solutions that meet the organisational needs in service delivery - Analyse overall onsite experience to ensure that we design a conducive environment for learning Customer Service Trend Analysis - Analyse customer service data and produce trend analysis reports to measure service standards & performances at the College level - Drive College level service improvement projects & initiatives to improve the service culture and service delivery in CSCWhat we are looking for:To be successful in this role, you will need to be passionate about customer service, be a strong team player who can work well within and across teams, and a great self-starter who is proactive in seeking ways to drive customer service excellence. - At least 4 - 6 years of relevant working experience in Customer Service or Customer Experience management - Pleasant disposition with good interpersonal skills - Strong written and communication skills - Good analytical thinking and strong problem-solving skills - Keen interest in exploring innovative ways to improve customer service with new technology - Competent in handling diverse groups of customers with the ability to communicate well with customers - Able to handle different tasks and work independently on given tasks - Able to work collaboratively within CSC and with external partners - Good familiarity or knowledge of the application of technology to strengthen customer service management will be advantageous - Demonstrate integrity and drive for service excellence - Proficiency in data analytics and/or digital skills will be advantageous - Good knowledge of user experience design will be advantageousAbout Civil Service College:The Civil Service College (CSC) is a statutory board under the Public Service Division, Prime Minister\'s Office. We are the central learning institution for the Singapore Public Service and we partner government ministries and agencies to develop people for a first-class public service. CSC brings together public officers from diverse backgrounds and provides them with opportunities for learning and skills upgrading. Our service-wide networks enable public officers to build capabilities, develop shared ethos and gain deeper perspectives, creating a collaborative environment for dialogue and knowledge sharing. Through our programmes and services, CSC aims to strengthen strategic capacity in governance, leadership, public administration and management for the Singapore Public Service.

Civil Service College