Customer Service Executive - Case Management & AI Tools

Ministry of Education, Singapore (MOE); Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

Ministry of Education, Singapore (MOE) is seeking a Customer Service Executive/Senior Customer Service Executive in the Contact Centre to resolve complex enquiries and appeals from students and parents through end-to-end case management.

You will engage customers via calls, emails and walk-ins, assess enquiries, escalate where needed, and use AI-enabled tools to deliver accurate, empathetic responses while upholding public service standards.

Qualifications

• At least 1 year of work experience in service delivery or contact centre operations.
• Excellent interpersonal, written and verbal communication with empathy and professionalism.
• Tech-savvy and comfortable using AI-enabled tools.
• Strong ability to manage multiple priorities and stay composed in fast-paced settings.

Responsibilities

• Engage customers across calls, emails and walk-ins to provide personalised advice.
• Assess enquiries and escalate cases to internal stakeholders or external agencies as needed.
• Leverage AI-enabled tools to enhance service quality and accuracy of responses.
• Identify trends and contribute to service improvement and knowledge sharing.

Skills

Customer-centric mindset

Excellent communication

AI-enabled tools familiarity

Multi-tasking

Collaborative team player

Tools

AI-enabled tools

Job description

Ministry of Education, Singapore (MOE) is seeking a Customer Service Executive/Senior Customer Service Executive in the Contact Centre to resolve complex enquiries and appeals from students and parents through end-to-end case management.

You will engage customers via calls, emails and walk-ins, assess enquiries, escalate where needed, and use AI-enabled tools to deliver accurate, empathetic responses while upholding public service standards.