Assistant Manager/ Manager, Customer Care

[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