Executive, Service Excellence

2 weeks ago

Bras Basah, Singapore NTUC LearningHub Pte Ltd Full time $60,000 - $120,000 per year

Drive service excellence through case management and resolution

  • Manage all service touchpoints in accordance with defined service levels in attending to customer feedback, complaints, enquires or compliments
  • Manage MP letters (non-cabinet ministers), in charge of escalations to CEO, and handle regulatory cases (e.g. SSG).
  • Investigate and resolve cases ensuring quality, timeliness and regulatory compliance
  • Timely and accurately recording and updating cases into systems.
  • Collaborate with all cross-functional teams to ensure case closure.

Conduct investigation on service gaps

  • Identify operational errors and service gaps in the customer experience journey
  • Contribute to process improvements improving customer experience across depts
  • Facilitate cross-functions root cause investigations on service gaps.
  • Review success of all agreed containment and corrective actions.

Perform data analysis and maintain any dashboards

  • Analyse data to support service improvements (not limited to): iNRPS,Compliment/Complaint ratio. PDPA cases , MP letters and turnaround time and Customer feedback
  • Process PCE and TRAQOM verbatim analysis and service quality insights.
  • Identify areas for improvement in our processes.

Support Human Resource and Finance

  • Support and train new joiners on the role.
  • Support Head of Service Excellence on annual financial budgeting exercise.

Procurement and vendor management

  • Raise dept. payments or claims through the financial systems.
  • Escalate non-compliance or SLA violations of vendors supporting the dept.
  • Support Head of Service Excellence to review vendor performance and selection.

Manage stakeholders

  • Handle enquiries and feedback from internal customers
  • Establish long-term stakeholder relationships and smooth follow-ups or hand-offs with different departments

Requirements

5-Day work week

Hybrid work arrangement after first month (First month is OJT training - F2F)

Reports to Head of Service Excellence

Other Preferred Attributes:

  • Excellent communication skills, both written and verbal (As the candidate will be required to manage customer feedback from Mandarin-speaking customers, proficiency in spoken Mandarin is preferred)
  • Strong problem-solving and conflict resolution abilities
  • Proficient in Microsoft Office (eg. Word, Excel & PowerPoint)
  • Ability to work under pressure
  • Strong organizational skills and attentive to details
  • Has a creative flair, resourceful and ability to think outside of the box
  • Meticulous, detailed and strong in process administration
  • Customer-centric mindset and enjoys customer service
  • A good team player who can work well within own team and cross-functionally
  • Patient and empathetic
  • Experience in counter service, call centre, project management in customer centric initiatives, and developing best practices

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