Safety Quality Officer

WSH EXPERTS PTE. LTD.; Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

WSH EXPERTS PTE. LTD. is seeking a skilled customer service professional to monitor and manage feedback across multiple channels and oversee the Authority's contact centre.

The role focuses on enhancing the CMS in collaboration with the system vendor, ensuring timely final replies and data analytics reporting to support continuous service improvements. The successful candidate will coordinate vetting of replies within one working day and collaborate with operation divisions to uphold quality

Qualifications

• Degree in mass communications, marketing, or related discipline.
• At least 3 years' relevant experience in customer service management, call centre management or quality service management.
• Strong analytical, interpersonal and communication skills.
• Excellent command of English.
• Experience in data analytics, and/or organization development preferred.

Responsibilities

• Monitor and manage feedback from multiple feedback channels.
• Monitor and manage Authority's contact centre.
• Enhance CMS by working with system vendor.
• Ensure final replies are issued to feedback providers within the service timelines.
• Respond to requests from operation divisions for vetting of replies within one working day.
• Submit monthly data analytics report to Authority.

Skills

Data analytics

Customer service management

Call centre management

Quality service management

Analytical skills

Interpersonal skills

English proficiency

Education

Mass communications/Marketing degree

Tools

CMS

Job description

Jobscope:

• Monitor/manage feedback from multiple feedback channels
• Monitor and manage Authority's contact centre
• Manage and enhance Authority's Customer Management System (CMS) by working closely with system vendor.
• Ensure that final replies are issued to feedback providers within the service timelines
• Respond to requests from operation divisions for vetting of replies within one working day
• Submit monthly data analytics report to Authority.

Requirements:

• Degree in mass communications, marketing, or related discipline.
• At least 3 years' relevant experience in customer service management, call centre management or quality service management.
• Strong analytical, interpersonal and communication skills.
• Excellent command of English.
• Experience in data analytics, and/or organization development preferred.