Manager (Relations Management)

Ministry of Defence of Singapore; Singapore; On-site; SGD 52,000 - 68,000; Full time

Job summary

Ministry of Defence of Singapore is seeking a candidate to manage and resolve complex public queries related to pre-enlistment. The role involves providing tailored support, engaging proactively with the public, and driving improvements in customer relations.

Candidates should have experience in case management or customer service, with advantageous CRM data analysis skills and the ability to adapt communication styles across diverse audiences.

Qualifications

• Prior experience in case management or customer service is preferred.
• Experience in managing CRM system data for analysis and reporting is advantageous.
• Strong interpersonal skills with ability to adapt communication styles.

Responsibilities

• Manage and resolve complex public queries related to pre-enlistment.
• Provide tailored support and ensure timely, high-quality outcomes for each case.
• Engage proactively with members of the public to address concerns.
• Analyse case data to identify trends and emerging issues.
• Surface key insights to Subject Matter Experts for awareness and learning.
• Drive continuous improvements in unit operations and customer relations.

Skills

Interpersonal skills

CRM data analysis

Flexibility in communication

Tools

CRM system

Job description

What The Role Is

You ensure consistent, prompt, and quality resolution of complex public queries relating to pre-enlistment through tailored support and proactive engagement. You also analyse and highlight trends or emerging issues for Subject Matter Experts' awareness and drive continuous improvements in unit operations and customer relations.

What You Will Be Working On

• Manage and resolve complex public queries relating to pre-enlistment
• Provide tailored support and ensure timely, high-quality outcomes for each case
• Engage proactively with members of the public to address concerns
• Analyse case data to identify trends and emerging issues
• Surface key insights to Subject Matter Experts for awareness and learning
• Drive continuous improvements in unit operations and customer relations

Challenge(s)

• Remaining consistent and objective when managing a diverse range of cases
• Delivering quality service and maintaining high standards of customer relations while strictly adhering to mandatory National Service policies

What We Are Looking For

• Prior experience in case management or customer service is preferred
• Prior experience in managing Customer Relationship Management (CRM) system data for analysis and preparation of reports will be advantageous
• Strong interpersonal skills with the ability to exercise flexibility in working and communication styles

(Applicants with no experience may apply.)

Appointment will be commensurate with your experience.

Only shortlisted candidates will be notified.