Customer Service Executive/ Senior Customer Service Executive, Contact Centre

Ministry of Education, Singapore (MOE); Singapore; In loco; SGD 42.000 - 62.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Customer-centric mindset

Excellent communication

AI-enabled tools familiarity

Multi-tasking

Collaborative team player

Strumenti

AI-enabled tools

Descrizione del lavoro

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.