Service Quality Officer

Singapore, Singapore

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Description

& Requirements

Job Requirements:

Monitor/manage feedback from multiple feedback channels (e.g.calls to contact centre, emails to public facing inboxes, as well as other digital and traditional platforms);
Monitor and manage Authority\'s contact centre;
Manage and enhance Authority\'s Customer Management System (CMS) by working closely with system vendor on the deployment of system enhancements by stipulated timeline;
Ensure that final replies are issued to feedback providers within the service timelines;
Respond to requests from operation divisions for vetting of replies within one working day;
Submit monthly data analytics report on client and overall case management performance for current month by the end of the next month;
Implement any other Service improvement initiatives when assigned

Job Requirements:

Degree in mass communications, marketing, or related discipline;
At least 3 years\' relevant experience in customer service management, call centre management or quality service management;
Strong analytical, interpersonal and communication skills;
Excellent command of English;
Experience in data analytics, and/or organisation development preferred

Salary Range

$3,000 - $3,500

Min Year of Experience

3

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