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. \xe2\x80\xa2 Investigate into service feedback/ complaints, review service delivery processes/ standards and execute service recovery for service lapses. \xe2\x80\xa2 Drive efforts to develop and implement service quality initiatives to improve service experience and customer satisfaction. \xe2\x80\xa2 Conduct service quality checks to identify areas of improvement and monitor service quality performance of the MOM divisions. \xe2\x80\xa2 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.

What we are looking for:

• Possess relevant working experience, preferably in service delivery \xe2\x80\xa2 Strong interpersonal skills in maintaining effective customer and working relationships \xe2\x80\xa2 Good communication and presentation skills \xe2\x80\xa2 Self-motivated and able to work independently \xe2\x80\xa2 Strong analytical and problem solving skills \xe2\x80\xa2 Meticulous and attention for details

About Ministry of Manpower:The Ministry of Manpower (MOM) aims to develop a productive workforce and progressive workplaces, for Singaporeans to have better jobs and a secure retirement. In a rapidly changing global economic landscape, Singapore\'s workforce and workplace practices have to remain adaptable. MOM\'s policies help enhance the workforce\'s profile, promote lifelong employability and income security for Singaporeans, as well as foster excellent working environments that are fair and safe. As an MOM officer, you will get to work in a range of exciting areas to help the Ministry attain its goals, including manpower policy, industrial relations, workplace safety and foreign employment regulation. MOM is committed to creating an inclusive employee experience for all.

Ministry of Manpower