Senior Officer/executive
4 days ago
[What the role is]
**[What you will be working on]**
- To respond to all customer queries received through all touchpoints promptly and accurately.
- To keep up to date with NLB's e-services and take the initiative to educate customers and vendors on these services.
- To handle queries related to eResources such as accessing eBooks and assisting users on technical and navigational issues they may encounter.
- To coordinate with service owners on resolution of cases within service standards.
- To prepare weekly and monthly data reports for updating management.
- To analyse feedback to for service gaps that need to be addressed with vendors.
- To work closely with vendors and train them on serving customers in line with NLB’s service vision.
- To work on any other administrative duties assigned to the staff.
**[What are we looking for]**
- Staff should have a positive attitude, express initiative, and be passionate to learn and work cohesively within a team and across NLB.
- Be meticulous, analytical and have strong attention for details.
- Possess strong interpersonal and communication skills especially in handling customer queries.
- Be interested to work on cross divisional projects across NLB.
- Able to work effectively to manage timelines.
The successful applicant will first be appointed on a 2-year contract.
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