Service Excellence Executive: Customer Experience (2-Year)

sggovterp; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

The Office of Organisation & Service Excellence is seeking an Executive (Customer Service) on a 2-year contract to deliver personalised service across email, phone, live chat, and in-person counter interactions. You will use digital service platforms to respond to enquiries and track performance.

You will identify customer needs, strive for high satisfaction, support continuous service improvements with AI and automation tools, and collaborate with internal teams and external stakeholders to

Qualifications

• Proven experience in customer service, preferably in a high-volume or multi-channel environment.
• Strong communication and interpersonal skills.
• Proficiency in administrative work and documentation.
• Ability to multitask and handle various responsibilities efficiently.
• Familiarity with digital customer service platforms (CRM systems, live chat tools, online forms).
• Experience or interest in AI, automation, or data-driven tools is a plus.
• A proactive mindset with a willingness to learn and adapt to evolving responsibilities.
• Excellent organizational and time management skills.
• Ability to work independently and collaboratively with internal teams and external stakeholders.

Responsibilities

• Deliver personalised service to address customer enquiries through email, phone calls, live chats, and in-person interactions at the counter.
• Provide friendly, professional, and efficient service to deliver exceptional customer experiences.
• Identify and address customers' needs with the goal of achieving high customer satisfaction.
• Using digital service platforms such as case management systems, live chat tools, and customer feedback dashboards to respond to enquiries and track service performance.
• Supporting continuous service improvements by leveraging digital tools and customer insights.
• Leveraging AI and automation tools to deliver easy-to-use services, streamline processes, and enhance overall operational efficiency.
• Handling documentation and administrative tasks, including managing mail, deliveries, and printing of documents.

Skills

Customer service

Communication

Administrative tasks

Multitasking

CRM tools

AI/Automation awareness

Proactive mindset

Time management

Tools

CRM systems

Live chat tools

Power Automate

Power BI

Job description

The Office of Organisation & Service Excellence is seeking an Executive (Customer Service) on a 2-year contract to deliver personalised service across email, phone, live chat, and in-person counter interactions. You will use digital service platforms to respond to enquiries and track performance.

You will identify customer needs, strive for high satisfaction, support continuous service improvements with AI and automation tools, and collaborate with internal teams and external stakeholders to