Customer Service & Operations Executive (Government Sector) - #1171386

Working Days: Monday to Friday

Working Hours

• Monday to Thursday: 8.30am – 6.00pm

• Friday: 8.30am – 5.30pm

• Hybrid work arrangement available

Job Responsibilities

• Manage and oversee vendors in handling straightforward public feedback and enquiries.

• Provide guidance on cases and vet draft replies prepared by vendors.

• Review and assess feedback and enquiries received from members of the public, including more complex cases received through emails, online feedback channels and calls.

• Provide timely interim responses to members of the public.

• Work closely with internal divisions and other public agencies to resolve issues raised by members of the public.

• Provide advice on response templates and drafts where required.

• Monitor the progress of cases and follow up with relevant stakeholders to ensure cases are closed within required service standards.

• Assist in collating and analysing case data to identify key issues and trends.

• Support the preparation of regular reports, error reports and other service-related reporting.

• Relevant qualifications in Business, Administration or related disciplines.

• 3–6 years of relevant working experience.

• Prior customer service experience is preferred.

• Relevant experience within public agencies will be an added advantage.

• Resourceful, meticulous and a good team player.

• Good written and verbal communication skills.

• Good analytical skills with the ability to think logically.

• Independent, proactive and highly committed.

• Proficient in Microsoft Word, Excel and PowerPoint.