Assistant Manager, Contact Centre Services

Open 28d

Responsibilities

Serve as the primary point of contact for members of the public, handling enquiries, feedback and appeals professionally and empathetically.
Manage cases end-to-end, ensuring accurate assessment, timely resolution, proper documentation and clear communication.
Collaborate with internal and external stakeholders to resolve cases and facilitate seamless service delivery.
Identify citizen needs, service gaps and recurring issues, and provide feedback to improve processes and customer experience.
Contribute to the development of operational procedures, knowledge resources and continuous improvement initiatives.

Min Diploma / Degree
2-3 Years of experience in customer service, contact centre operations or public-facing roles will be advantageous.
Strong verbal and written communication skills, with the ability to engage and communicate effectively with diverse stakeholders.
Ability to manage multiple cases in a fast-paced environment while maintaining accuracy and service quality.
Demonstrated empathy, professionalism and resilience in handling complex or challenging situations.
Strong problem-solving skills and the ability to work independently as well as collaboratively within a team.
Working hours – 8.30am to 6pm or 9am to 6.30pm
Office location – Bishan