Job Description

COMPANY DESCRIPTION
As Singapore’s leading supermarket retail player and a household name close to all, we have grown with you over the years. It is now your turn to grow an exciting new career and fulfil your aspirations with us. Join us as we embark on a journey to make lives better for our customers, community, environment and employees. At NTUC FairPrice, we offer you more than just a job. We are committed in giving our employees a rewarding career through comprehensive development opportunities. We promise a wonderful workplace culture with ample opportunities for growth at different levels of your career. Every of our 10,000 employees across Singapore is important. If the prospect of working in an organization at the forefront of retail technology and innovation excites you, look no further. Grow your career with us today and make a difference. .
DESIGNATION : Sr/Executive, Service Culture

RESPONSIBILITIES
FairPrice Group is currently hiring for Executive, Service Culture (Governance & Compliance)and you will be reporting to Head, Customer Service. We are looking for a candidate with a customer-centric mindset to uphold service standardsin FairPrice Group, and support efforts to improve customer experience at our customertouchpoints. You will be involved in planning and running foundational service training courses, service audits and customer satisfaction surveys across key customer touch pointsincluding email, call, and digital services.
Key Responsibilities: -

• Conduct quality audits (QA) and prepare QA reports to drive for qualityimprovement
• Analyse voice of customers to propose service recovery, identify patterns, rootcause, and possible solutions to improve customer experience
• Review and update training materials to ensure relevancy
• Deliver lesson content and coursework, facilitate group discussions and provideongoing support to learners
• Provide administrative support in the implementation of the company’s trainingplans and programme
• Ensure excellent internal communications within Customer Service to help foster acustomer-centric culture
• Oversee onboarding and ensure new hires have technical assistance to properly setup their hardware and software
• Oversee offboarding and ensure company assets are returned in working condition
• Any other ad-hoc tasks and projects as assigned

QUALIFICATIONS

• Degree qualification in any relevant discipline with at least 1 year of work experience in customer service or training/learning & development
• Detail-oriented with strong analytical and critical thinking skills
• Resourceful with good interpersonal / communication skills

OTHER INFORMATION
Working Location: NTUC FairPrice Hub, 1 Joo Koon Circle