Assistant Manager/Manager, Service Quality Management

TRIPARTITE ALLIANCE LIMITED; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A Singapore-based organization is seeking a Customer Service Representative to join their Service Quality Management team. You will handle customer enquiries, manage appeal letters, and oversee service operations. The ideal candidate has 1 to 3 years of experience in customer service and strong interpersonal skills. This is a full-time, 2-year contract position with potential for renewal and permanent placement.

Qualifications

• 1 to 3 years of experience in customer service.
• Customer-oriented, positive attitude, able to work independently and across teams.
• Multi-tasking capabilities and willingness to go the extra mile.

Responsibilities

• Handle customer enquiries promptly and resolve issues.
• Manage MP appeal letters and close the loop with appellants.
• Oversee service centre operations, including training and daily operations.

Skills

Strong interpersonal skills

Organisational skills

Communication skills

Writing skills

Analytical skills

Job description

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, conduct feedback assessment, investigations, resolve issues, and update stakeholders.
• Manage MP appeal letters, respond in a timely manner, address issues, and close the loop with appellants and MPs.
• Oversee the feedback and compliments framework, and prepare 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 the 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.
• Possess 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 develop frameworks to address them.

The position offered will be 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 organization’s needs. Additionally, there is potential for emplacement into a permanent position.

About Tripartite Alliance Limited

Tripartite Alliance Limited (TAL) is a Company Limited by Guarantee (CLG) 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 building progressive workplaces and harmonious work relations in Singapore.