Service Improvement Officer

Singapore, Singapore

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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.
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.

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