Senior Manager, Service Quality & Standards (contract), Crd
Singapore, Singapore
Job Description
What the role is:The Customer Responsiveness Department (CRD) drives MOM's service excellence by leading efforts to raise the organisation's service quality and standards.What you will be working on:
- Manage and resolve complex customer issues and feedback. Collaborate closely with MOM divisions and external agencies to ensure effective resolution of customer's issues from a MOM-wide/WOG perspective. Investigate into service feedback/ complaints, review service delivery processes/ standards and execute service recovery for service lapses. Drive efforts to develop and implement service quality initiatives to improve service experience and customer satisfaction. Conduct service quality checks to identify areas of improvement and monitor service quality performance of the MOM divisions. Ensure an end-to-end MP appeal process through close coordination with MOM divisions and prepare timely performance reports and trend analyses to political office holders and senior management.
- Possess relevant working experience, preferably in service delivery Strong interpersonal skills in maintaining effective customer and working relationships Good communication and presentation skills Self-motivated and able to work independently Strong analytical and problem solving skills Meticulous and attention for details
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Job Detail
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Job IdJD1428784
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationSingapore, Singapore
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EducationNot mentioned