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Service improvement officer

2 months ago

Singapore ITCAN PTE. LIMITED Full time
Roles & Responsibilities

  • Receive and document user feedback through post service surveys.
  • Investigate feedback thoroughly to understand the root cause and identify areas for improvement.
  • Communicate with user professionally and empathetically to address their concerns and provide timely resolutions (where applicable).
  • Document all interactions and resolutions accurately (in customer relationship management, CRM).
  • Analyse complaint trends and provide insights to management for continuous improvement of services and processes.
  • Stay updated on company policies and services to provide accurate information to users.
  • Diploma, ITE, or a related field is often preferred. However, candidates with relevant experience may also be considered.
  • Excellent communication skills, both verbal and written in English, with the ability to convey complex information clearly and concisely.
  • Proactive and dedicated individual with strong customer orientation.
  • Exceptional interpersonal skills and the ability to remain calm and composed under pressure.
  • Attention to detail and the ability to prioritize and manage multiple tasks effectively.
  • Proficiency in using CRM software and other relevant computer applications.
  • Experience in Government IT projects is a plus.

Tell employers what skills you have

CRM
Excellent Communication Skills
Customer Relationship
Customer Relationship Management CRM
Interpersonal Skills
Relationship Management
Attention to Detail
Pressure
Customer Orientation
Ability to Prioritize
Surveys

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