[LTA-VS] ASSISTANT MANAGER, CUSTOMER SERVICE RELATIONS & DEVELOPMENT

Land Transport Authority; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

The Land Transport Authority is seeking an Assistant Manager for Customer Service Relations & Development in Singapore. This role involves managing customer feedback, ensuring high service standards, and collaborating with various stakeholders. Ideal candidates will have a tertiary qualification in business management and significant experience in customer service roles.

Qualifications

• At least 2 years of experience in customer experience management and/or events management.
• Prior experience in training programmes and developing/coaching customer service personnel would be an advantage.
• Ability to thrive in a fast-paced work environment.

Responsibilities

• Manage and handle customer feedback and enquiries through multiple channels.
• Monitor and analyse trends of feedback and enquiries for management reporting.
• Prepare regular performance reports and conduct audits as required.

Skills

Customer experience management

Communication

Organisational skills

Analytical abilities

Interpersonal skills

Education

Tertiary qualification in Business Management or related disciplines

Tools

Microsoft Office

Job description

What the role is:

ASSISTANT MANAGER, CUSTOMER SERVICE RELATIONS & DEVELOPMENT


Requirements:
•Tertiary qualification in Business Management or related disciplines
•At least 2 years of experience in customer experience management and/or events management
•Prior experience in training programmes and developing/coaching customer service personnel would be an advantage
•Proficient in Microsoft Office, especially Words, Excel and PowerPoint
•Good verbal and written communication skills
•Passionate about creating positive work environments and creative in designing new service programs for continuous learning and improvement
•Able to work independently and thrive in a fast-paced work environment

What you will be working on:

We are seeking a dedicated individual to join our dynamic Customer Service team at LTA. As Assistant Managers, you will provide comprehensive service support across various customer touchpoints.

• Manage and handle customer feedback and enquiries through multiple in-person and digital channels (including, but not limited to, telephone and written correspondence)

• Manage service requests and online applications efficiently while ensuring high service standards

• Monitor and analyse the trend of the feedback and enquiries for management reporting

• Prepare regular performance reports and conduct audits when required

• Establish and/or refine Standard Operating Procedures and guidelines for smooth workflow and service excellence at various service touchpoints

• Collaborate with different stakeholders to resolve complex customer queries and enhance service delivery

• Monitor and follow up on customer interactions to ensure timely resolution

• Perform other duties and responsibilities as assigned based on evolving business needs

What we are looking for:

• Knowledge in any discipline, preferably in Operations or Business

• Proficient in Microsoft Office, especially Word, Excel and PowerPoint

• Ability to multi task with good organisational, communication, and interpersonal skills

• Meticulous and attentive to detail with analytical abilities

• Ability to work effectively in a fast-paced environment both independently and as part of a team

• Working experience in call centre environment and/or customer experience management will be a bonus

About Land Transport Authority

The Land Transport Authority (LTA) is a statutory board under Ministry of Transport that spearheads land transport developments in Singapore. We are seeking dynamic, energetic, highly motivated, passionate and qualified professionals to join us.Many opportunities & challenges await those who are keen on an exciting career to realise our commitment to envision & implement an integrated transport system.