Job Description

What the role is:As a Senior Executive of Centre for Service Excellence, you will be contributing to the service design and experience segment by ensuring that all our stakeholders including learners, both in-flight and potential enrolees, industry partners and members of the public are provided with an optimum experience with NYP.What you will be working on:

• Developing professional with basic technical knowledge and understanding of NYP
• Solve a range of non-routine problems using standard procedures or through practices and precedence
• Analyse possible solutions using standard procedures
• Receive moderate level of guidance and direction from others
• Has an extensive amount of practical knowledge on a range of processes, procedures and systems gained through experience and is able to contribute ideas for process improvements
• Provide support to new team members
• Act as informal resource for junior colleagues
• Conduct regular communication using tact and diplomacy
• Contribute to poly-wide/department-wide events or activities

What we are looking for:

• Tertiary qualification, preferably in Communications, Customer Service, or a related field.
• 1-3 years of experience in customer service, case management or operations.
• Experience in handling multiple commnication channels (email, phone, in-person) as well as digital channels and managing priorities effectively.
• Demonstrate care and empathy in understanding customers\' underlying needs and going the extra mile to assist.
• Experience in handling case inquiries and customer complaints independently.
• Analytical skills to make sense and solve complex issues.
• Basic data analysis skills, with experience using customer service data to track KPIs and identify trends.
• Proficiency in data analytics tools (e.g., Microsoft Excel, Power BI) and generating insights.
• Familiarity with service design principles and customer journey mapping.
• Strong communication (both written and verbal) and interpersonal skills, with the ability to interact effectively with internal and external stakeholders.
• Detail-oriented with excellent organisational skills and a commitment to continuous improvement and meeting deadlines.
• Ability to collaborate effectively in a team environment and contribute to service innovation projects.

About Nanyang Polytechnic:Nanyang Polytechnic is committed to providing quality education and training to prepare our graduates for life and work, equipping them to contribute to the technological, economic and social development of Singapore. Nanyang Polytechnic will harness our resources and expertise to offer manpower development programmes and services to business and industry in support of Singapore\'s national development.

Nanyang Polytechnic