Quality Service Officer (3 Months, City Hall)

BUSINESS EDGE PERSONNEL SERVICES PTE LTD; Singapore; On-site; SGD 31,000 - 39,000; Full time

Job summary

BUSINESS EDGE PERSONNEL SERVICES PTE LTD is seeking a capable Coordinator to manage a vendor handling public feedback for ServiceSG, and vet draft replies.

The role reviews and categorizes feedback from emails, online systems and calls, providing interim replies and ensuring cases meet service standards. 3-month contract in City Hall, Singapore.

Qualifications

• Resourceful, meticulous and a team player.
• Strong writing and communication skills.
• Good analytical skills and logical thinking.
• Independent, proactive and highly committed.
• Proficient in MS Word, Excel and PowerPoint.

Responsibilities

• Manage and oversee ServiceSG’s vendor in handling straightforward public feedback and enquiries from members of public, including providing guidance to vendor on cases and vetting draft replies.
• Review and assess feedback and enquiries, including the more complex cases, received through client's channels such as emails, online feedback system, and calls.
• Provide timely interim replies to members of public for QSM cases received.
• Work closely with relevant policy divisions and other public agencies to resolve issues raised by members of public. This includes providing advice on templates and drafts.
• Monitor progress of QSM cases and follow up with relevant divisions to ensure cases are closed within the WOG service standards.
• Assist in collating and analysing QSM case data to identify key issues and trends, and support the preparation of regular QSM reports, error reports and other service-related reporting.

Skills

Resourceful

Writing & communication

Analytical thinking

Independent & proactive

MS Office skills

Tools

MS Word

MS Excel

PowerPoint

Job description

Job Scope:

• Manage and oversee ServiceSG’s vendor in handling straight forward public feedback and enquiries from members of public, including providing guidance to vendor on cases and vetting draft replies.
• Review and assess feedback and enquiries, including the more complex cases, received through client's channels such as emails, online feedback system, and calls.
• Provide timely interim replies to members of public for QSM cases received.
• Work closely with relevant policy divisions and other public agencies to resolve issues raised by members of public. This includes providing advice on templates and drafts.
• Monitor progress of QSM cases and follow up with relevant divisions to ensure cases are closed within the WOG service standards.
• Assist in collating and analysing QSM case data to identify key issues and trends, and support the preparation of regular QSM reports, error reports and other service-related reporting.

Salary: $2760 - 3500/Month
Working Hours:
Duration: 3 Months (from November)
Location: City Hall

Requirements:

• Resourceful, meticulous and a team player
• Good writing and communication skills
• Good analytical skills and the ability to think logically
• Independent, proactive and highly committed
• Proficient computer skills (MS Word, Excel, PowerPoint)

EA License No.: 96C4864

Reg. No.: R22110485 (Shanice Lim Xin Ni)