Job Description

URGENTLocation :Nanyang AvePosition : Senior Library Executive, Administration and Operations TeamContract : Immediate (12months)Working hoursMondays to Thursdays : 8.30 am to 5.45 pmFriday : 8.30 am to 5.15 pmLunch : 45 minutesJob Scope:

• Manage the standard operating procedures (SOPs) for feedback management and service recovery.

• Apply the guidelines on service delivery at the libraries.

• Develop templates to ensure consistency of service.

• Provide effective and timely follow-up on enquiries received.

• Create training materials/courseware for library colleagues.

• Train and guide Library Executives in managing challenging situations.

• Identify and investigate potential issues at service touch points and intervene to perform service recovery with stakeholder(s), if applicable, to propose solution(s) to address the issues.

• Assist with investigations and mitigate the situation by providing favourable solution(s).

• Compile and analyse the compliments and complaints to provide learning opportunities for library colleagues.

• Implement, support and monitor the service quality activities, e.g. service awareness campaigns, forums, and awards.

• Supervise and assist in collection maintenance and library facilities.

• Train, manage, and participate in the assessment of a pool of student assistants.

• Provide a range of service desk and after office hours services to users in the libraries during the opening hours.

• Perform maintenance of the libraries including basic troubleshooting of equipment and working condition of library facilities.

Requirements:A recognised diploma or degree in any discipline.A minimum of 3 years work experience in a library is an advantage. Salary range between $3,300 - $3,700, depending on qualifications and experience.Proficient with MS Office (Word, Excel, Powerpoint).Good email communication skills.Good minutes writing skills.Good interpersonal skills.Good time management.Adaptable to different working and communication styles.Ability to multitask and work collaboratively in teams.Agile and able to adapt to changing priorities.If you are keen, please email your resume to

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