Assistant Manager / Manager, Quality Service Management (Customer Responsiveness Department)
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Assistant Manager / Manager, Quality Service Management (Customer Responsiveness Department)

Responsibilities

The Manager, Quality Service Management (QSM), plays a critical role in supporting the Ministry’s efforts to deliver service excellence.  He/She will manage and resolve customer’s issues and feedback, and develop and implement initiatives (e.g., SOPs and service guides) to improve service quality.    He/She will also perform analysis on enquiries and feedback about service issues received across touch points for trending and customer insights to ensure that MOM remains up to date on the service issues of our customers in support of our vision in building a Great Workforce and a Great Workplace.


  • Manage and resolve complex customer issues and feedback received via the QSM contact points. 
  • Initiate and evaluate incident investigation into service feedback and complaints.
  • Work with internal stakeholders to develop and implement service quality initiatives to improve service experience and customer satisfaction.
  • Perform analysis on enquiries and feedback about service issues received across touch points for trending and customer insights.
  • Improve knowledge management by expanding the base of customer responses and techniques/approaches to manage customers’ expectations.


Requirements

  • Possess tertiary qualification.
  • Experience in customer service operations.
  • Good communication (verbal and written) skills.
  • Good interpersonal skills in maintaining effective customer and working relationships.
  • Self-motivated and able to work independently.
  • Meticulous and have attention for details.

  

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