Assistant Manager / Manager, Quality Service Management (Customer Responsiveness Department)

Ministry of Manpower (MOM)

Assistant Manager / Manager, Quality Service Management (Customer Responsiveness Department)

Ministry of Manpower (MOM)


Position Level: Entry Level

Qualification: Diploma

Job Nature: Contract


Responsibilities

The Manager, Quality Service Management (QSM), plays a critical role in supporting the Ministry’s efforts to deliver service excellence.  He/She will manage and resolve customer’s issues and feedback, and develop and implement initiatives (e.g., SOPs and service guides) to improve service quality.    He/She will also perform analysis on enquiries and feedback about service issues received across touch points for trending and customer insights to ensure that MOM remains up to date on the service issues of our customers in support of our vision in building a Great Workforce and a Great Workplace.


  • Manage and resolve complex customer issues and feedback received via the QSM contact points. 
  • Initiate and evaluate incident investigation into service feedback and complaints.
  • Work with internal stakeholders to develop and implement service quality initiatives to improve service experience and customer satisfaction.
  • Perform analysis on enquiries and feedback about service issues received across touch points for trending and customer insights.
  • Improve knowledge management by expanding the base of customer responses and techniques/approaches to manage customers’ expectations.


Requirements

  • Possess tertiary qualification.
  • Experience in customer service operations.
  • Good communication (verbal and written) skills.
  • Good interpersonal skills in maintaining effective customer and working relationships.
  • Self-motivated and able to work independently.
  • Meticulous and have attention for details.

Company Overview

The Ministry of Manpower (MOM) aims to develop a productive workforce and progressive workplaces, for Singaporeans to have better jobs and a secure retirement. In a rapidly changing global economic landscape, Singapore's workforce and workplace practices have to remain adaptable. MOM's policies help enhance the workforce's profile, promote lifelong employability and income security for Singaporeans, as well as foster excellent working environments that are fair, safe and engage and develop our human capital. As an MOM officer, you will get to work in a range of exciting areas to help the Ministry attain its goals, from manpower policy to industrial relations, and workplace safety to foreign employment regulation.
MOM is a progressive, employee-centric organisation that believes in professional development and promoting work-life harmony to allow its staff to harmonise work and personal needs. We are also proud of our diverse workforce. Whether you are a fresh graduate, mid-career professional or a retired individual, we believe that you will bring unique skills and talents that we can harness towards our mission.
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