Customer Service & Operations Executive (Government Sector)
Working Days: Monday to Friday
Working Hours:
Monday to Thursday: 8.30am – 6.00pm
Friday: 8.30am – 5.30pm
Hybrid work arrangement available
Job Responsibilities
Manage and oversee vendors in handling straightforward public feedback and enquiries.
Provide guidance on cases and vet draft replies prepared by vendors.
Review and assess feedback and enquiries received from members of the public, including more complex cases received through emails, online feedback channels and calls.
Provide timely interim responses to members of the public.
Work closely with internal divisions and other public agencies to resolve issues raised by members of the public.
Provide advice on response templates and drafts where required.
Monitor the progress of cases and follow up with relevant stakeholders to ensure cases are closed within required service standards.
Assist in collating and analysing case data to identify key issues and trends.
Support the preparation of regular reports, error reports and other service-related reporting.
Job Requirements
Relevant qualifications in Business, Administration or related disciplines.
3–6 years of relevant working experience.
Prior customer service experience is preferred.
Relevant experience within public agencies will be an added advantage.
Resourceful, meticulous and a good team player.
Good written and verbal communication skills.
Good analytical skills with the ability to think logically.
Independent, proactive and highly committed.
Proficient in Microsoft Word, Excel and PowerPoint.