Community Relationship Assistant Manager

2 weeks ago

Singapore Public Service Division Full time

What the role is

  • The operating environment of the Public Service is undergoing fundamental and rapid change. The issues we face are complex and multifaceted, 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 "knowing, understanding and interacting with me as One".

In addition, we will be tapping on digitalisation to achieve more efficient and effective service delivery by 2023.

What you will be working on

  • Responsibilities


You will be deployed on a 5-day rostered shift (including weekends), as the ServiceSG Centres would operate daily from 8.30am to 6.30pm (except public holidays).

You will be expected to rotate among the different CCs.
[Specific Areas of Responsibilities]

  • Provide frontline customer service to guide and engage residents and members of public on CC activities and membership, as well as the use of eservices to promote the culture of selfserve and crosssell bundled digital government services. This could also include working with other agency stakeholders or appointed vendors to resolve issues with egovernment services.

What we are looking for

  • Requirements
We are looking for motivated individuals who can work autonomously in a fast-paced environment.

You should be comfortable with ambiguity, be action-focused, and be comfortable to explore new ideas and work them to deliver desired outcomes.

Key Competencies Required
- [Customer Service and Case Management]: Able to handle service requests by providing accurate information about a specific product / service and clarifying the policy intent behind them. Handle difficult customers tactfully and defuse hostility, and exercise judgment to escalate cases to supervisors / coordinate case transfers to relevant parties if required.
- [Customer Experience Strategy and Engagement]: Transform service delivery through identifying and translating new technologies to new ways of delivering services which are more customer-centric and productive. Reimagine the delivery of services from a customer-centric perspective, identify improvements and redesign the service delivery process.
- [Thinking Clearly and Making Sound Judgements]: Strong analytical and critical thinking abilities. Able to work with ambiguity and loosely defined problem spaces and synthesise data points and ground realities to sense-make, propose and implement sound and timely solutions with stakeholders in mind.
- [Serving with Heart, Commitment and Purpose]: Able to put yourself in the shoes of citizens to understand their needs and concerns and recommend solutions that address them. Demonstrate care and empathy in understanding citizen's underlying needs and going the extra mile to help, and provide prompt follow-up.

  • To achieve the above, you should possess the ability to communicate effectively verbally. The ability to converse in a second language or dialects would also be advantageous as you interact with citizens from all walks of life.
Applicants will typically be notified on whether they are shortlisted or not within 4 weeks.

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