Senior Customer Experience & Case Manager

Ministry of Education; Singapore; On-site; SGD 28,000 - 42,000; Full time

Job summary

Ministry of Education in Singapore is seeking a Customer Service Executive/Senior Customer Service Executive within the Contact Centre to resolve complex and personalised enquiries from students’ education journeys through end-to-end case management with empathy.

You will engage customers across calls, emails and walk-ins, assess enquiries, and escalate as needed while leveraging AI-enabled tools to maintain service quality.

Qualifications

• At least 1 year of work experience in service delivery or contact centre operations.
• Excellent interpersonal, written and verbal communication skills with empathy and professionalism.
• Tech savvy and comfortable using AI-enabled tools.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Engage customers across calls, emails and walk-ins to understand needs and provide personalised, contextualised advice.
• Assess enquiries, feedback and appeals, escalate to relevant stakeholders when required.
• Leverage AI-enabled tools to enhance service quality and efficiency while ensuring accurate responses.
• Identify trends and contribute to service improvement, knowledge sharing and capability development.

Job description

Ministry of Education in Singapore is seeking a Customer Service Executive/Senior Customer Service Executive within the Contact Centre to resolve complex and personalised enquiries from students’ education journeys through end-to-end case management with empathy.

You will engage customers across calls, emails and walk-ins, assess enquiries, and escalate as needed while leveraging AI-enabled tools to maintain service quality.