The Customer Responsiveness Department (CRD) drives MOM’s service excellence by leading efforts to raise the organisation’s service quality and standards.

• Manage and resolve complex customer issues and feedback. Collaborate closely with MOM divisions and external agencies to ensure effective resolution of customer's issues from a MOM-wide/WOG perspective. • Investigate into service feedback/ complaints, review service delivery processes/ standards and execute service recovery for service lapses. • Drive efforts to develop and implement service quality initiatives to improve service experience and customer satisfaction. • Conduct service quality checks to identify areas of improvement and monitor service quality performance of the MOM divisions. • Ensure an end-to-end MP appeal process through close coordination with MOM divisions and prepare timely performance reports and trend analyses to political office holders and senior management.

• Possess relevant working experience, preferably in service delivery • Strong interpersonal skills in maintaining effective customer and working relationships • Good communication and presentation skills • Self-motivated and able to work independently • Strong analytical and problem solving skills • Meticulous and attention for details

Championing Human Potential for a Thriving Singapore Singaporeans are at the heart of what we do. The Ministry of Manpower (MOM) empowers our people and fosters a thriving, inclusive workforce that drives Singapore's growth and prosperity. By working closely with our tripartite partners, industry and community stakeholders, we strive to create workforce and workplace policies that foster resilience, adaptability, and a bright future for a thriving Singapore. As an MOM officer, you will be part of this meaningful mission, contributing across diverse and impactful areas - from shaping forward-looking and effective manpower policies and strengthening industrial relations, to enhancing workplace safety standards and ensuring balanced local and foreign workforce regulations. Here at MOM, we are committed to creating an inclusive experience not just for our national workforce, but also for our officers who work tirelessly to champion human potential for a thriving Singapore.