Job Scope:
- Attend to public queries received from the listening channels (call, email and walk-in) in a prompt and professional manner and meet the service standards assigned to cases.
- Through service delivery, uphold SEAB’s image as a trusted authority in the examinations and assessment and as an organisation that is customer-focused.
- Participate in the implementation of service initiatives to ensure a delightful service experience for SEAB’s customers.
Successful applicant will play an active role in managing public queries. The key responsibilities include:
- Handle public queries received from all listening channels (e.g., call, email, walk-in) professionally; answer and/or redirect queries to SEAB officers.
- Use a Call Management System to make inbound and receive outbound calls from customers and ensure proper post-call wrap up after call handling.
- Use Customer Relationship Management System (CRMS) for recording and tracking of public queries received via all listening channels.
- Monitor and ensure case closure for service fulfilment within the stipulated time frame in accordance with SEAB’s Service Standards for the closure of public queries.
- Collate daily updates on issues faced and resolutions offered, as well as pending cases for submission within the department.
- Alert and inform the department or security personnel of any irregularities or incidents that happened during a call, email or walk-in interaction.
- Where there are queries pertaining to issues under other public agencies, the officer shall perform internal checks within the department before referring the queries to the relevant public agency under the No Wrong Door Policy.
- Collate and prepare customer service data for reporting
- Other daily operational and administrative duties as assigned.
Working Arrangements:
5 working days a week, excluding Public Holidays.
There are two rostered shifts. The shifts are below:
- 8.00am to 5.30pm, with 1 hour of lunch break
- 8.30 am to 6.00 pm, with 1 hour of lunch break
On Fridays, the CSO will end 30 minutes earlier, based on the shift he/she is assigned to.
Working Location:
Singapore Examinations and Assessment Board
298 Jalan Bukit Ho Swee, Singapore 169565
Requirements:
- Must be able to commit to the one year contract
- At least three (3) years of front-line customer service experience in emails and calls
- Familiar with generation of reports using Microsoft applications and Customer Relationship Management Systems e.g., Microsoft Excel, Dynamics 365
- Bilingual with proficiency in at least one other Mother Tongue Language (to manage diversified groups of visitors and customers)
- Good verbal and written communication skills
- Good customer service skills in handling customer issues and complaints independently and professionally
- Have a pleasant disposition with a positive attitude
- Results-oriented and resilient in handling competing demands and tight deadlines
- Work well both independently and in a team
- Proficient in the MS Office applications
