Senior Executive

6 days ago

Singapore Civil Service College Full time

**What the role is**

**What you will be working on**
- Are you passionate about customer service? Do you want to be at the heart of learning in the Public Service? Then this is the role for you. As part of the Customer Experience team in CSC, you will:

- Be part of the team to drive and promote service excellence in CSC
- Advocate CSC’s service standards to enhance customer service within the organisation
- Develop and implement improvements in service delivery and front-line efforts to enhance customer service experience by resolving customer feedback and recovering service lapses,
- Perform service recovery to resolve complaints and unhappiness in the shortest time possible, adhering to CSC's service standards and regulations
- Manage and support Customer Service Operations
- Conduct and report Customer Service Trend Analysis to measure service performance and identify key service gaps to be addressed to improve overall service experience.
Customer Service Operations
- Ensure timely logging of all enquiries and feedback via the Case Management and Contact Centre Systems
- Manage internal College service requests such as corporate gifts, courier and mailing services

Customer Service Trend Analysis
- Analyse customer service data and produce trend analysis reports to measure service standards & performances at the College level
- Participate in College level service improvement projects & initiative to improve the service culture in CSC

**What we are looking for**
- To be successful in this role, you will need to be passionate about customer service, be a strong team player who can work well within and across teams, and a great self-starter who is proactive in seeking ways to drive customer service excellence.
Additional Job Requirements
- At least 2-5 years of relevant working experience in Customer Service or Customer Experience management
- Pleasant disposition with good interpersonal skills
- Strong written and communication skills
- Good analytical thinking and strong problem solving skills
- Keen interest in exploring innovative ways to improve customer service with new technology
- Competent in handling diverse groups of customers with the ability to communicate well with customers
- Able to handle different tasks and work independently on given tasks
- Able to work collaboratively within CSC and with external partners
- Demonstrate integrity and drive for service excellence
- Proficiency in data analytics and/or digital skills will be advantageous

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