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Assistant Manager/ Manager, Customer Care

3 weeks ago

Singapore SLA Singapore Land Authority Full time

[What the role is]

Assistant Manager/ Manager, Customer Care

[What you will be working on]
- Drive digital transformation programme for the end-to-end customer experience journey and the Customer Services Officers’ Work Process Experience for the Customer Care Unit
- Plan and implement new business IT solutions, as well as enhancing existing portal and systems, to support the implementation of new/revised policies, digital initiatives and streamlined new processes and procedures
- Drive digital channel migration
- Implement service standards for the customer service experience journey
- Drive Service Excellence Programmes
- Conceptualise, design and deliver Service Excellence initiatives in SLA
- Implement, monitor and review the quality of service excellence delivery.
- Collating and analyze customer and transaction data for management reporting
- Day to day customer service operations
- Handle customer enquiries, feedback and carry out these duties in a professional and positive manner, preferably experience in handling of complex inter-agency cases in the Public Service
- Take on supervisory role for daily operations including resource planning, handling of escalated cases and coaching of officers
- Foster a culture of excellent service and reinforce positive behaviour in the team

[What we are looking for]
- Minimum 3 years of relevant experience in customer service environment and leading a team, including the use of enterprise customer Relationship Management and Call Centre Systems
- Excellent interpersonal, communication and written skills
- Strong knowledge in customer-related data analytics.
- Proficient in Excel and Tableau or Qlik
- Resourceful and a good team player
- Passionate about the Public Service and strong desire to serve the nation and the citizens