Assistant Manager/ Manager, Customer Care
Assistant Manager/ Manager, Customer Care
Singapore Land Authority
PermanentClosed
What the role is
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.
About your application process
If you do not hear from us within 4 weeks of the job ad closing date, we seek your understanding that it is likely that we are not moving forward with your application for this role. We thank you for your interest and would like to assure you that this does not affect your other job applications with the Public Service. We encourage you to explore and apply for other roles within Singapore Land Authority or the wider Public Service.