Customer Service Executive/ Senior Customer Service Executive, Contact Centre

Ministry of Education; Singapore; Sur place; SGD 28 000 - 42 000; Plein temps

Résumé du poste

Ministry of Education in Singapore is seeking a Customer Service Executive/Senior Customer Service Executive within the Contact Centre to resolve complex and personalised enquiries from students’ education journeys through end-to-end case management with empathy.

You will engage customers across calls, emails and walk-ins, assess enquiries, and escalate as needed while leveraging AI-enabled tools to maintain service quality.

Qualifications

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

Responsabilités

• Engage customers across calls, emails and walk-ins to understand needs and provide personalised, contextualised advice.
• Assess enquiries, feedback and appeals, escalate to relevant stakeholders when required.
• Leverage AI-enabled tools to enhance service quality and efficiency while ensuring accurate responses.
• Identify trends and contribute to service improvement, knowledge sharing and capability development.

Description du poste

What the role is:

As a Customer Service Executive/ Senior Customer Service Executive in the Contact Centre, you will work alongside a team of customer service professionals to resolve complex and personalised enquiries, feedback and appeals from customers through end-to-end case management relating to students' education journey. You will engage customers across various service touchpoints, coordinate with internal stakeholders where needed, and focus on delivering quality customer experiences with empathy. This role is at the forefront of how MOE serves the public, making it a meaningful opportunity to contribute to public service delivery.

What you will be working on:

• Engage customers across calls, emails and walk-ins to understand their needs, concerns and context, and deliver personalised and contextualised advice that supports informed decision-making
• Assess enquiries, feedback and appeals by considering individual circumstances, and escalating cases to relevant internal stakeholders or external agencies where required
• Leverage AI-enabled tools to enhance service quality and efficiency, while exercising sound judgement to ensure that responses are accurate and relevant
• Identify emerging customer trends and issues, and contribute to service improvement, knowledge-sharing and capability development activities

What we are looking for:

• At least 1 year of work experience, preferably in service delivery, case management or contact centre operations, with a passion for service excellence and a customer-centric mindset. Experience with omni-channel customer service operations would be an advantage
• Excellent interpersonal, written and verbal communication skills, with the ability to engage customers with empathy, professionalism and sensitivity, particularly when navigating sensitive or complex situations
• Tech savvy and comfortable using AI-enabled tools
• Strong critical thinking and judgement, with the ability to manage multiple priorities concurrently, anticipate issues and maintain professionalism in a fast-paced environment
• A collaborative team player who is meticulous, resourceful and emotionally resilient, with the ability to use data, customer feedback and case information to better understand and serve different profile of stakeholders

As part of the processing of your application, you may be required to undergo a medical examination that will be fully paid by MOE. You will be provided with instructions regarding the medical examination. Note: The medical examination is part of the selection process and does not indicate that you have been offered the appointment. If you are facing issues submitting your application through the Careers@Gov portal, please contact us at [e-mail] for assistance.

About Ministry of Education

The wealth of a nation lies in its people - their commitment to country and community, their willingness to strive and persevere, their ability to think, achieve and excel. Our future depends on our continually renewing and regenerating our leadership and citizenry, building upon the experience of the past, learning from the circumstances of the present, and preparing for the challenges of the future. How we bring up our young at home and teach them in school will shape Singapore in the next generation.The mission of the Education Service is to mould the future of the nation, by moulding the people who will determine the future of the nation. The Service will provide our children with a balanced and well-rounded education, develop them to their full potential, and nurture them into good citizens, conscious of their responsibilities to family, society and country.