Quality Service Management Executive | Central

PERSOL; Singapore; On-site; SGD 31,000 - 42,000; Full time

Job summary

PERSOL Singapore Pte Ltd in Singapore is seeking a Customer Experience Associate for a City Hall location on a 3‑month contract, extendable up to 1 year. You will manage public feedback and enquiries received via email, online platforms and phone, coordinating with service providers and internal teams to resolve issues promptly.

Candidates should have a Diploma or Degree and strong communication, stakeholder management and problem‑solving skills, with the ability to handle multiple cases

Qualifications

• Diploma or Degree in any discipline.
• Customer service, feedback management, or case management experience preferred.
• Experience in a public sector environment will be an added advantage.
• Strong communication, stakeholder management, and problem-solving skills.
• Able to manage multiple cases and work independently in a fast-paced environment.

Responsibilities

• Manage public feedback and enquiries received through email, online platforms, and phone calls.
• Oversee service providers to ensure enquiries are handled accurately and promptly.
• Review and resolve complex cases, including preparing replies and coordinating follow-up actions.
• Work closely with internal stakeholders and external agencies to address and resolve public feedback.
• Monitor case progress and ensure timely closure in accordance with service standards.
• Analyse feedback trends and support the preparation of reports and service performance data.
• Contribute to service improvement initiatives and enhance customer experience.

Skills

Communication skills

Stakeholder management

Problem solving

Multitasking

Public sector experience (advantage)

Education

Diploma or Degree

Job description

Duration: 3months (extendable up to 1 year)

Location: City Hall

Working Hours: Monday - Thursday 8.30am to 6pm; Friday 8.30am to 5.30pm

Responsibilities:

• Manage public feedback and enquiries received through email, online platforms, and phone calls.
• Oversee service providers to ensure enquiries are handled accurately and promptly.
• Review and resolve complex cases, including preparing replies and coordinating follow-up actions.
• Work closely with internal stakeholders and external agencies to address and resolve public feedback.
• Monitor case progress and ensure timely closure in accordance with service standards.
• Analyse feedback trends and support the preparation of reports and service performance data.
• Contribute to service improvement initiatives and enhance customer experience.

Requirements:

• Diploma or Degree in any discipline.
• Customer service, feedback management, or case management experience preferred.
• Experience in a public sector environment will be an added advantage.
• Strong communication, stakeholder management, and problem-solving skills.
• Able to manage multiple cases and work independently in a fast-paced environment.

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PERSOL Singapore Pte Ltd RCB No. 200007268E EA License No. 01C4394 Reg. R23114622 So Man Xin