Assistant Manager/ Manager, Customer Care Singapore Land Authority | Customer Service Closing i[...]

4 days ago

Singapur, Singapore Tech 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.
  • Enhance customer satisfaction and providing consistent quality customer service via phone, e-mail and counter service
  • 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
About Singapore Land Authority

The mission of the Singapore Land Authority is to optimise land resources for the economic and social development of Singapore. It ensures the best use of State land and buildings, provides an effective and reliable land management system and enables the full use of land information for better land management.

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