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:Case Management and Service Operations

• Manage customer inquiries via email, phone, and in-person, ensuring prompt and empathetic responses that meet NYP\'s service standards. Handle routine to moderately complex cases independently, providing tailored solutions. Follow up with customers to ensure satisfaction and complete the interaction process.
• Identify and prioritize urgent or complex cases, escalating to senior team members or relevant departments when required. Track escalated cases to ensure timely and effective resolution.
• Capture customer feedback from case interactions and share insights with the service design team to support service improvement efforts. Maintain accurate records of all customer interactions in the case management system, ensuring data is current and compliant with governance policies.

Data Analytics and Reporting

• Track key service delivery metrics and conduct basic analysis of service-related data with data analytics tools such as Excel or Power BI. Conduct basic analysis of service-related data and use data to highlight service bottlenecks or areas requiring intervention.
• Identify patterns in customer inquiries and service performance, such as recurring issues or seasonal spikes in inquiries. Use analytics to support data-driven decision-making in suggesting areas of improvement, process improvements or resource allocation adjustments.

Service Design Support & Process Improvement

• Assist in mapping customer journeys across various service touchpoints and maintaining the master copy of the journey map for knowledge management. Identify pain points or inefficiencies in the current service workflow, suggesting improvements to streamline the customer experience.
• Contribute to the prototyping of new service designs, working closely with other team members to test new processes, tools, or communication methods before full implementation.
• Actively contribute insights from case management and customer interactions into service design workshops. Help ensure customer needs are accurately reflected in the design of new services.
• Collaborate with team members to standardise service processes and protocols to ensure consistency in service delivery across multiple channels. Suggest best practices to enhance process efficiency and quality.

Service Experience Initiatives

• Perform regular environment scanning and research to facilitate customer experience designs (e.g. service models, design methods for touchpoints and channels, new systems and technologies, benchmarks etc).
• Participate in regular audits of service touchpoints to ensure customer interactions meet the institution\'s service excellence standards, providing feedback for improvement. Assist in designing and implementing customer feedback surveys to consistently gather, analyze, and act on customer opinions for service enhancement.
• Contribute to workshops focused on enhancing the customer experience, bringing in first-hand insights from daily case management. Assist in implementing changes to improve the quality of customer interactions.
• Support the introduction of new tools, channels, or technologies to improve service delivery. Work with IT or other internal teams to ensure the successful rollout of new customer service platforms or enhancements.

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