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Senior Executive
2 weeks ago
[What the role is]
As a Senior Executive of Centre for Service Excellence, you will be contributing to the service design and experience segment by ensuring that all our stakeholders including learners, both in-flight and potential enrolees, industry partners and members of the public are provided with an optimum experience with NYP.
[What you will be working on]
- Developing professional with basic technical knowledge and understanding of NYP
- Solve a range of non-routine problems using standard procedures or through practices and precedence
- Analyse possible solutions using standard procedures
- Receive moderate level of guidance and direction from others
- Has an extensive amount of practical knowledge on a range of processes, procedures and systems gained through experience and is able to contribute ideas for process improvements
- Provide support to new team members
- Act as informal resource for junior colleagues
- Conduct regular communication using tact and diplomacy
- Contribute to poly-wide/department-wide events or activities
[What we are looking for]
- Tertiary qualification, preferably in Communications, Customer Service, or a related field.
- 1-3 years of experience in customer service, case management or operations.
- Demonstrate care and empathy in understanding customers’ underlying needs and going the extra mile to assist.
- Experience in handling case inquiries and customer complaints independently.
- Analytical skills to make sense and solve complex issues.
- Basic data analysis skills, with experience using customer service data to track KPIs and identify trends.
- Proficiency in data analytics tools (e.g., Microsoft Excel, Power BI) and generating insights.
- Familiarity with service design principles and customer journey mapping.
- Strong communication (both written and verbal) and interpersonal skills, with the ability to interact effectively with internal and external stakeholders.
- Detail-oriented with excellent organisational skills and a commitment to continuous improvement and meeting deadlines.
- Ability to collaborate effectively in a team environment and contribute to service innovation projects.
