Job Description

What the role is:The operating environment of the Public Service is undergoing fundamental and rapid change. The issues we face are complex and multi-faceted, which impact the way the Public Service operates and organises itself. To prepare the Public Service for these changes, we have begun the journey towards Public Sector Transformation (PST). As part of the current phase of PST, we aim to be on par with globally leading companies in our delivery of public services. A key transformation in the delivery of citizen services is to take a citizen-centric service journey approach to organising services. Our aim is to transform the current citizen experience of having to navigate across different public agencies to an experience of the Public Service \xe2\x80\x9cknowing, understanding and interacting with me as One\xe2\x80\x9d. In addition, we will be tapping on digitalisation to achieve more efficient and effective service delivery by 2023. We have currently integrated over 200 services at Our Tampines Hub Integrated Public Service Centre (OTH-IPSC), which serves as a \xe2\x80\x9cone stop physical concierge\xe2\x80\x9d for citizens who are not able to transact digitally with the Government. This has helped to achieve a higher customer satisfaction and shorter transaction times. We are scaling the network of ServiceSG centres to reach more citizens. PSD, in partnership with the People\'s Association (PA), have set up another ServiceSG Centre in Punggol in mid-2022, and 5 IPSC community nodes at selected Community Centres (ServiceSG@CC) by end 2021. The 5 CCs are: Nee Soon Central CC, Kampong Chai Chee CC, The Frontier CC, Keat Hong CC and one more CC to be identified in the central region, and more CCs will be selected after the initial pilot.What you will be working on:You will be deployed on a 5-day rostered shift (weekends may be included). The daily operating hours (except public holidays) for ServiceSG Centre is 9.00am to 6.00pm. [Key Responsibilities]: \xe2\x80\xa2 Provide information, attend to queries, collect forms and perform transactions based on a defined set of FAQs and SOPs from a variety of topics including government schemes, financial assistance, application procedures etc. within good service standards. This includes routine activities and single transactions as per customer\'s request. \xe2\x80\xa2 Assist customers with digital transactions such as Singpass, apply for HDB season parking, make digital payments, apply for PAssion card, registration of courses, booking of facilities, apply for passport, apply for HDB BTO, change of address etc. \xe2\x80\xa2 Assist customers with troubleshooting and resolving general issues with digital government services \xe2\x80\xa2 Direct citizens to relevant channels and provide alternative solutions according to their needs \xe2\x80\xa2 Encourage citizens to self-help by teaching them how to use digital services \xe2\x80\xa2 Update statistics and cases in the CRM system \xe2\x80\xa2 Provide admin support to operationsWhat we are looking for:Competencies require We are looking for a teammate who is positive, takes initiative and is highly responsible: \xe2\x80\xa2 Engages customers in a professional manner and upholds good service standards \xe2\x80\xa2 Guides and educates citizens to navigate digital transactions \xe2\x80\xa2 Keeps up to date with policy and process changes of straightforward transactions \xe2\x80\xa2 Provides relevant information and explains policies to customers in an easy-to-understand way \xe2\x80\xa2 Works independently with some guidance, exercises discretion in the handling of day-to-day tasks and able to escalate issues when necessary \xe2\x80\xa2 Customer-oriented with good interpersonal skills \xe2\x80\xa2 Communicates effectively in English and is conversant in a second language \xe2\x80\xa2 Has proficiency in Microsoft Office \xe2\x80\xa2 Flexible in deployment Work Experience require \xe2\x80\xa2 Diploma and above \xe2\x80\xa2 Experience in Customer Service or a related field is preferred Note: 5-day rostered shift (weekends may be included) ServiceSG Centre: 8.30am to 6.00pm Applicants will typically be notified on whether they are shortlisted or not within 4 weeks.About Public Service Division:[About PSD] The Public Service Division (PSD) aims to build a first-class Public Service for a successful and vibrant Singapore. We do this through public sector leadership development, capacity and capability building and the promotion of quality services at all levels of the Public Service. We are looking for outstanding candidates with the vision and passion to contribute to help shape Singapore. [Why Join Us] When you join PSD, you become part of a community that learns together and cares for one another. We look out for your well-being and partner you in your career growth. Being in the business of developing People and driving transformation makes our work deeply Purposeful. What you do will impact our public officers and agencies, and in turn make a difference to Singapore and Singaporeans. If you share our passion in reimagining the Possibilities and pushing boundaries to shape a first-class Public Service, we welcome you to join us! You can also connect with us via LinkedIn at https://www.linkedin.com/company/public-service-division |People, Our Pride| Service, Our Pledge | Integrity, Our Core | Excellence, Our Quest|

Public Service Division