Job Description

JD - PRIMARY PURPOSEAs a Service Improvement Officer, you will be responsible for handling users\xe2\x80\x99 feedback and ensuring user satisfaction is consistently achieved. You will serve as a liaison between the company and its users, aiming to retain loyalty and trust by being an active listener and assuring users of the company\xe2\x80\x99s superior service standards.JD - RESPONSIBILITIES

• Receive and document user feedback through post service surveys.
• Investigate feedback thoroughly to understand the root cause and identify areas for improvement.
• Communicate with user professionally and empathetically to address their concerns and provide timely resolutions (where applicable).
• Document all interactions and resolutions accurately (in customer relationship management, CRM).
• Analyse complaint trends and provide insights to management for continuous improvement of services and processes.
• Stay updated on company policies and services to provide accurate information to users.

• Diploma, ITE, or a related field is often preferred. However, candidates with relevant experience may also be considered.
• Excellent communication skills, both verbal and written in English, with the ability to convey complex information clearly and concisely.
• Able to communicate in Mandarin / Chinese
• Proactive and dedicated individual with strong customer orientation.
• Exceptional interpersonal skills and the ability to remain calm and composed under pressure.
• Attention to detail and the ability to prioritize and manage multiple tasks effectively.
• Proficiency in using CRM software and other relevant computer applications.
• Experience in Government IT projects is a plus

ITCAN