Customer Experience & Appeals Manager

Skills & Workforce Development Agency (SWDA); Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

Skills & Workforce Development Agency (SWDA) in Singapore seeks a Manager to support the customer management process for its programmes. You will be the link between citizens and SWDA, addressing public feedback, enquiries and appeals.

The role involves reviewing the Appeals Framework, coordinating with teams, preparing data-driven reports, and updating knowledge articles and SOPs to ensure high-quality service and policy alignment.

Qualifications

• At least 5 years of relevant work experience in service delivery operations and customer service environment.
• Strong interpersonal and customer engagement skills are required.
• Excellent written and verbal communication skills are essential.
• Strong analytical and problem-solving abilities for in-depth case assessment.

Responsibilities

• Review and implement the Appeals Framework for key programmes.
• Manage and address public enquiries and feedback within policy guidelines.
• Coordinate with team members and relevant divisions for query resolution.
• Prepare reports by collating data and using visualisations for meetings.
• Update customer management documents such as SOPs and templated responses and communicate changes to stakeholders.
• Conduct staff training to equip them to manage appeals.

Skills

Interpersonal skills

Customer engagement

Written & verbal communication

Analytical thinking

Excel proficiency

Attention to detail

Self-motivation

Resilience

Tools

Excel

Job description

Skills & Workforce Development Agency (SWDA) in Singapore seeks a Manager to support the customer management process for its programmes. You will be the link between citizens and SWDA, addressing public feedback, enquiries and appeals.

The role involves reviewing the Appeals Framework, coordinating with teams, preparing data-driven reports, and updating knowledge articles and SOPs to ensure high-quality service and policy alignment.