Manager/ Senior Manager, Customer Support

2 weeks ago

Singapore HPB Health Promotion Board Full time

The Customer Support is a department under the Customer Experience and Service Excellence unit. It specifically manages the contact centre function that supports all HPB programmes and services.

Health Promotion Board (HPB) aims to empower Singaporeans to embrace healthy living, every day. To serve Singaporeans, HPB engages its customers via various on-ground and virtual touchpoints such as outreach through the different settings including workplaces, schools, community, health screening, school health and dental services.

HPB also manages a contact centre, corporate website, social media platforms, HPB’s Healthy 365 mobile app, onsite customer care counters and roadshows for specific programmes.

We value the interactions with our customers at every touchpoint in the customer journey and believe that a positive customer experience is what builds customer trust and loyalty, which help to make healthy lifestyle practices more sustained and pervasive over time.

HPB is expected to expand its current participants’ base with more HSG enrolees and the volume of customer care enquiries on HSG’s initiatives is expected to increase significantly especially in the early stages of HSG roll out. To enable the customer service team to meet the service delivery standard for this increased volume, HPB plans to expand its customer service team ensure HSG enrolees have a positive experience when enquiring about HSG initiatives.
- Lead and drive self-help initiatives such as self-service FAQs, workflows processes and chatbot.
- Oversee the creation and maintenance of knowledge bases, ensuring it is accurate, up-to-date and user-friendly.
- Perform data analysis to identify case trends and areas for improvements and validate integrity and accuracy of data.
- Manage budget allocated for various self-help projects and ensure deliverables are implemented within timeframe.
- Lead, drive and ensure compliance to the service delivery standards of the assigned contact centre(s).
- Monitor and ensure efficiency metrics and service quality objectives are met, issues are prioritized and resolved.
- Conduct, review, monitor and lead training and development with assigned contact centre(s)and internal stake holders.
- Perform department administrative duties and any other projects as and when assigned.

**Qualifications & Experience Required**
- Proven experience in managing self-help initiatives, contact centre operations and managing digitalisation projects.
- Proficient in data analysis and familiar with self-help and chatbot technologies.
- Knowledge of customer experience, operations and UI/UX best practices.

**Skills Required**:

- Excellent project management and problem-solving skills.
- Good time management and organizational skills. Strong attention to detail and excellent analytical and multi-tasking abilities.
- Good track record of managing and collaborating with various stakeholders. Able to present ideas and interact confidently with internal and external stakeholders.
- Team player with ability to multi-task and succeed in a fast-paced environment.
- Proficient in Microsoft Office (PowerPoint, Word, Excel).

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