Job Description

What the role is:The jobholder will support Contact Centre (NS) in the management of enquiries as well as in the communication of centralised NS HR policies and initiatives to our Home Team National Servicemen. The jobholder serves as a contact centre specialist with Contact Centre (NS). The jobholder works directly with our vendor team to provide timely resolution to the enquires and requests from Home Team National Servicemen on their NS HR matters. He/she also supports the Assistant Director in the analysis of case statistics and issues trending, as well as drafting of communication materials to Home Team National Servicemen.What you will be working on:The jobholder\'s principle accountabilities are: a. Use the Customer Relations Management System (CRMS) to track and monitor interactions and ensure that resolutions are provided accurately by the vendor. b. Handle highly complicated / sensitive enquiries escalated by vendor. c. Monitor vendor\'s performance closely to maintain desired service standards and KPIs. d. Regular reporting of case statistics and analysis to management. e. Manage infrastructure (system, logistics) for vendor operations and security clearance of vendor staff. f. Establish and build strong collaborative relationship with HRSC branches, Home Team Departments, and other key stakeholders to provide efficient and efficient services to our National Servicemen. g. Analyse case data and provide operational insights to identify improvements to policies and processes. h. Create, design and maintain the contents on NS Portal and other communication platforms with our National Servicemen. The jobholder may also be called upon to participate/assist in other HRD-level projects /events.What we are looking for:a. Excellent interpersonal skills to engage and establish rapport with stakeholders and customers. b. Good communication, writing and problem-solving skills. c. Strong vendor management skills. d. Ability to multi-task and highly conscious of time sensitivity. e. Good conflict management skills. f. Good knowledge of the NS HR matters and processes will be an advantage. g. Experience in communications or customer service-related functions will be an advantage.About Ministry of Home Affairs:We work as a team, in partnership with the community, to make Singapore our safe and secure Best Home.

Ministry of Home Affairs