Customer Support Officer- East | 5.5 days

WSH EXPERTS PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A local service provider in Singapore is seeking a Customer Support Officer to manage feedback from various levels and engage with family members of inmates. The ideal candidate will be responsible for acknowledging feedback, routing inquiries appropriately, and addressing concerns effectively. This role requires strong communication skills and attention to detail.

Responsibilities

• Provide acknowledgement to the sender of the feedback by the next working day.
• Directly reply to Level 1 feedback regarding enquiries and concerns.
• Route Level 2 feedback to relevant divisions or stakeholders.
• Highlight Level 3 feedback to the Authority for follow-up.
• Engage with inmates' family members to address concerns or enquiries.

Job description

Job Title: Customer Support Officer

Working days and Time: Mon to Fri (8.00 am to 5.00 pm), Saturday (8.30 AM to 12.30 PM)

Location: East Singapore

Job Responsibilities

• Provide acknowledgement to the sender of the feedback by the next working day through the most appropriate channel.
• Level 1 Feedback refers to enquiries, routine custodial management, rehabilitation and reintegration concerns. Provide a direct reply to Level 1 feedback.
• Level 2 Feedback refers to cases that require inputs from other divisions/units or stakeholders. Route Level 2 feedback to the relevant divisions/units or stakeholders by the next working day for follow up.
• Level 3 Feedback refers to cases that require in-depth investigation and/or may affect the reputation of the Authority. Highlight Level 3 feedback to the Authority by the next working day and manage such feedback based on the instructions given by the Authority.
• Engage in in-person engagement with inmates' family members and address any concerns or enquiries they may have.

If the responsibilities match your profile, please share your updated CV/resume to Aparna at [e-mail].