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

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