Customer Care Consultant / Senior Customer Care Consultant

NEA National Environment Agency; Singapore; On-site; SGD 42,000 - 54,000; Full time

Job summary

NEA National Environment Agency seeks a Senior Customer Care Consultant to deliver the full spectrum of frontline customer service at the One-Stop Information and Service Centre (OSISC). You will engage walk-in customers, manage enquiries and feedback, and contribute to service innovations based on frontline insights.

You will support digitalisation efforts, test new technologies including AI tools, and collaborate with other government agencies and partners to broaden service accessibility and

Qualifications

• Minimum 2 years of experience in frontline Customer Service.
• Fresh graduates with stints related to service innovations or transformation may be considered.
• Pleasant disposition and positive attitude.
• Service-Oriented team player with good interpersonal and communication skills.
• Possess initiative and ability to work under pressure.
• Proactive in contributing ideas and suggesting process improvements and service innovations to enhance customer experience.
• Able to work in a fast-paced environment and with multiple stakeholders to enhance service delivery.

Responsibilities

• Carry out the full spectrum of customer service duties.
• Meet people from all walks of life and assist walk-in customers at the Customer Service Centre.
• Handle enquiries and feedback at the counter.
• Draw on frontline observations to propose practical service innovations and process improvements.
• Support the centre’s digitalisation efforts, including testing and using suitable new technologies such as AI tools.
• Collaborate with other government agencies and service partners to expand NEA’s service accessibility and coordinate service delivery.

Skills

Frontline customer service

Interpersonal communication

Team player

Initiative under pressure

Service improvements

Digitalisation

Stakeholder coordination

Fresh graduates welcome

Job description

What the role is

The One-Stop Information and Service Centre (OSISC) provides one-stop assistance to aspiring and existing hawkers on stall tenancy matters, collaborates with service partners and vendors, uses service technology to improve service delivery, and supports customers in adopting digital services.

What you will be working on

As a Senior Customer Care Consultant / Customer Care Consultant, you will be responsible for carrying out the full spectrum of customer service duties. You will get to meet people from all walks of life and be part of a dynamic team serving walk-in customers and handling their enquiries and feedback at the Customer Service Centre. Beyond counter duties, you will draw on frontline observations and customer insights to proactively propose practical service innovations and process improvements that enhance customer experience. You will also be involved in service innovation projects and support the centre’s digitalisation efforts, including testing and using suitable new technologies such as AI tools to improve service delivery. You will work with other government agencies and service partners to expand NEA’s service accessibility and better coordinate service delivery.

What we are looking for

• Minimum 2 years of experience in frontline Customer Service.
• Fresh graduates with stints related to service innovations or transformation may be considered.
• Pleasant disposition and positive attitude
• Service-Oriented Team player with good interpersonal and communication skills
• Possess initiative and ability to work under pressure
• Proactive in contributing ideas and suggesting process improvements and service innovations to enhance customer experience
• Able to work in a fast-paced environment and with multiple stakeholders to enhance service delivery

As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.

The Singapore Public Service plays a key role in the economic growth, progress and stability of Singapore by formulating and implementing government policies, as well as providing key public services. Whether you are a fresh graduate joining the workforce or an experienced professional, the Singapore Public Service offers a great variety of job opportunities for you. The work in the Public Service can be broadly categorised into the following sectors: Economic, Social, Security & External Relations, and Administration & Corporate Development. Be part of the team that shapes the future of Singapore.