Skillsfuture Singapore

3 days ago

Paya Lebar, Singapore SSG SkillsFuture Singapore Agency Full time

**[What the role is]**

Join the SkillsFuture Singapore Agency as a Customer Experience Management and Digital Transformation Trainee in the Customer Experience and Data Office (CXDO). SkillsFuture Singapore (SSG) is transforming its Customer Experience (CX) enquiry management from a traditional call centre model to an AI-enabled, omnichannel engagement service.

This includes implementing chatbot, live chat, and book-a-call functionalities to enhance operational productivity and efficiency. The trainee will collaborate with CX professionals, service delivery providers, system integrators, and consultants to develop an integrated operations-technology-data strategy that will revolutionise how SSG serves its customers.

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

**Service Operations Analysis and Improvement**:

- Analyse current SSG customer service enquiry management operations and identify improvement opportunities by understanding standard operating procedures, customer engagement channels, and processes for handling exceptions while gathering feedback to highlight gaps and areas for improvement

**Service Design and Digital Channel Development**:

- Design enhanced service delivery models, operational requirements, and performance indicators for the new Live Chat channel

**User Experience Documentation and Knowledge Management**:

- Develop user stories, reporting requirements, and knowledge management resources to support live chat operations by creating digital content, conducting user testing, collecting feedback on digital platforms etc.

**Testing, Training and Performance Management**:

- Conduct User Acceptance Testing and manage live chat sessions to build operational competencies
- Train Live Chat Agents and evaluate performance metrics to refine the service model while supporting implementation of service platforms and identifying work processes for automation

**[What we are looking for]**
- Relevant academic background or training in Business Administration, Information Systems, Digital Technology, Customer Experience Management or related discipline
- Strong analytical and problem-solving capabilities with demonstrated ability to understand complex operational processes
- Excellent written and verbal communication skills for effective stakeholder engagement, training delivery, and cross-functional collaboration
- Proficiency in data analysis and reporting with advanced familiarity in Microsoft Office suite
- Collaborative mindset with ability to work effectively in cross-functional teams

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