Senior Enquiries & Public Service Experience Lead

Public Service Division; Singapore; On-site; SGD 60,000 - 84,000; Full time

Job summary

Public Service Division is seeking a candidate for a frontline customer service role within the QSM Office, part of Enterprise Experience & Planning Group (EEPG), which coordinates public touchpoints and sets service standards across EnterpriseSG’s channels.

You will handle enquiries, triage, and collaborate with internal divisions to maintain high service quality, with emphasis on clear communication and empathetic engagement.

Qualifications

• Experience in frontline customer service or customer feedback management.
• Ability to navigate CRM systems and office tools.
• Excellent written communication in English.

Responsibilities

• Represent Enterprise Singapore to interact independently and resolve escalated or complex public enquiries on their programmes.
• Ensure timely and accurate follow-up on all assigned cases to meet service standards including written enquiries and escalated phone enquiries.
• Triage and manage more complex cases requiring collaboration with internal divisions, external government agencies or partners.
• Maintain detailed case records for all assigned cases.
• Identify gaps in board-wide processes, public communications and handling and propose service ideas for consideration.

Skills

Frontline customer service

CRM systems

AI tools

Microsoft Office

Written communication

Tools

CRM systems

AI tools

Microsoft Office

Job description

Public Service Division is seeking a candidate for a frontline customer service role within the QSM Office, part of Enterprise Experience & Planning Group (EEPG), which coordinates public touchpoints and sets service standards across EnterpriseSG’s channels.

You will handle enquiries, triage, and collaborate with internal divisions to maintain high service quality, with emphasis on clear communication and empathetic engagement.