Job Description

The Office of Information, Knowledge and Library Services (OIKLS) provides seamless access to information and services to support the learning, teaching and research needs of the NTU community. OIKLS seeks a service-oriented, innovative and enthusiastic Senior Executive (Library Service Innovation & Excellence) to support the team in service excellence initiatives and to uphold and service excellence standards.The successful applicant will work with different stakeholders across the University in innovation-driven initiatives with a focus on service excellence.ResponsibilitiesApply the guidelines on service delivery at the libraries.Manage the standard operating procedures (SOPs) for feedback management and service recovery.Provide effective and timely follow-up on enquiries received.Create training materials/courseware for library colleagues.Train and guide Library Executives in managing difficult customers/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 AOH (after office hours) services to users in the libraries during the opening hours.Deliver After Office Hours (AOH) services during designated weekday evening and weekend opening hours.RequirementsA Diploma holder in any discipline with 3-5 years of work experience in customer service, or entry level candidates in any discipline.Proficient in MS Office Word, Excel and Powerpoint.Experience in operations, customer service or communications role in academic libraries or large libraries.Experience in executing innovation-driven or process improvements projects.Experience in developing communication plans or stakeholder management in education industry.Service-oriented mindset with focus on customer service.Strong communication skills in customer interactions, presentation to stakeholders and training delivery.Organized and detail-oriented with ability to analyze processes and identify areas for improvements.Able to work independently and collaboratively in a team.Able to adapt and thrive in rapidly changing, complex and ambiguous environment.Familiarity with library management systems and some knowledge in data analysis will be added advantage.Experience in Project Management will be added advantage.Hiring Institution: NTU

Nanyang Technological University