Lta-vs] Assistant Manager, Customer Service Relations

1 week ago

Singapore LTA Land Transport Authority Full time

**[What the role is]**

ASSISTANT MANAGER, CUSTOMER SERVICE RELATIONS & DEVELOPMENT

**Requirements**:

- Tertiary qualification in Business Management or related disciplines
- At least 2 years of experience in customer experience management and/or events management
- Prior experience in training programmes and developing/coaching customer service personnel would be an advantage
- Proficient in Microsoft Office, especially Words, Excel and PowerPoint
- Good verbal and written communication skills
- Passionate about creating positive work environments and creative in designing new service programs for continuous learning and improvement
- Able to work independently and thrive in a fast-paced work environment

**[What you will be working on]**

**We are seeking a dedicated individual to join our dynamic Customer Service team at LTA. As Assistant Managers, you will provide comprehensive service support across various customer touchpoints.**:

- **Manage and handle customer feedback and enquiries through multiple in-person and digital channels (including, but not limited to, telephone and written correspondence)**:

- **Monitor and analyse the trend of the feedback and enquiries for management reporting**:

- **Prepare regular performance reports and conduct audits when required**:

- **Establish and/or refine Standard Operating Procedures and guidelines for smooth workflow and service excellence at various service touchpoints**:

- **Collaborate with different stakeholders to resolve complex customer queries and enhance service delivery**:

- **Monitor and follow up on customer interactions to ensure timely resolution**:

- **Perform other duties and responsibilities as assigned based on evolving business needs**:
**[What we are looking for]**
- **Knowledge in any discipline, preferably in Operations or Business**:

- **Proficient in Microsoft Office, especially Word, Excel and PowerPoint**:

- **Ability to multi task with good organisational, communication, and interpersonal skills**:

- **Meticulous and attentive to detail with analytical abilities**:

- **Ability to work effectively in a fast-paced environment both independently and as part of a team**:

- **Working experience in call centre environment and/or customer experience management will be a bonus**:

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