Assistant Manager/Manager, Service Quality Management

Tripartite Alliance Limited; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A service quality management organization in Singapore seeks an Assistant Manager/Manager to oversee customer enquiries, manage feedback frameworks, and collaborate with stakeholders. Candidates must have 1-3 years of customer service experience and possess strong communication, organizational, and analytical skills. This is a full-time, 2-year contract position with potential for permanence.

Qualifications

• 1 to 3 years of experience in customer service.
• Customer-oriented with a positive attitude.
• Ability to multi-task and work independently.

Responsibilities

• Handle customer enquiries and feedback.
• Manage MP appeal letters and respond in a timely manner.
• Oversee feedback and complaints framework.

Skills

Strong interpersonal skills

Organisational skills

Communication skills

Writing skills

Analytical skills

Job description

Assistant Manager/Manager, Service Quality Management

The incumbent will be part of the Service Quality Management team in the Tripartite Alliance for Dispute Management (TADM).

Job responsibilities

• Handle customer enquiries promptly and assess feedback, investigate, resolve, and update stakeholders.
• Manage MP appeal letters, respond in a timely manner, address issues, and close the loop with appellants and MP.
• Oversee feedback and compliments framework and prepare the necessary communication and follow‑up processes.
• Prepare reports and data on customer interactions and service initiatives for management.
• Act as liaison with MOM and related divisions on customer experience standards and projects.
• Ensure service standards across TADM and coordinate with other agencies as required.
• Oversee service centre operations, including service procurement, CSA deployment, training on new SOPs/initiatives, and day‑to‑day operations of the service centres in both DNI and MOM Service Centre.
• Drive implementation of customer service initiatives with stakeholders.
• Support new projects, legislative changes, and digitalisation efforts as assigned.

Job requirements

• 1 to 3 years of experience in customer service.
• Strong interpersonal, organisational, communication and writing skills.
• Multi‑tasking capabilities and willingness to go the extra mile.
• Customer‑oriented, positive attitude, able to work independently and across teams.
• Analytical skills to understand customer needs and to develop frameworks to address them.

About Tripartite Alliance Limited

Tripartite Alliance Limited (TAL) is a Company Limited by Guarantee (CLG) that is jointly set up by the tripartite partners: Ministry of Manpower (MOM), National Trades Union Congress (NTUC), and Singapore National Employers Federation (SNEF). At TAL, people are at the heart of our business. We believe in nurturing and developing individuals who are keen to make a positive difference and contribute towards the building of progressive workplaces and harmonious work relations in Singapore.

The position offered will commensurate with individual work experience and suitability. Position is on a 2‑year full‑time contract directly under the payroll of TAL with an option to renew, contingent upon performance and subject to the organisation's needs. Additionally, there is potential for emplacement into a permanent position.