Manager, Customer Experience Management [Integrated Business Services Division]


RMA Group
04 
Singapore

Category

Job Description

Job Title: Manager, Customer Experience Management [Integrated Business Services Division]

Job Type: Contract, 2 years

Job Location: East Singapore

Key Skills: Operations Management & Customer Service

Our client:

It is a statutory board under the Ministry of Education (MOE). It enables individuals to learn for life, pursue skills mastery and develop fulfilling careers, for a future-ready Singapore

Job Responsibilities:

  • Reporting to the Principal Manager or Team Lead, the Manager will be responsible for the following:
  • Oversee the daily operation of One Call Centre’ (OCC) which is managed by an outsourced vendor.
  • Monitor OCC’s daily and monthly service KPI achievements and ensure that necessary remedial actions are carried out promptly.
  • Manage knowledge transfer activities to Customer Service Officers (CSO) and coordinate briefings and trainings conducted by Divisions
  • Propose and implement SOPs to improve efficiency, quality and performance consistency.
  • Support OCC officers to achieve timely resolution of cases.
  • Manage case investigations and review findings on complaints/feedback related to OCC service and quality.
  • Ensure prompt service recovery measures are carried out and propose corrective actions to meet quality requirements.
  • Facilitate and maintain IT system access rights requests for new OCC officers.
  • Collaborate with other divisions to review and implement effective approaches for good customer experience and reduce enquiry volume by:
  • Providing insights on customer feedback and expectations
  • Recommending measures to improve case management
  • Enhancing FAQ contents to achieve first contact resolution
  • Support the team in managing OCC Quality Audit (QA) and educate officers to comply with SOP
  • Oversee the telephony system and propose changes to Integration Voice Recording (IVR) options within the hotlines
  • Collate and track data/ information/ statistics for regular reports
  • Coordinate meetings within the division and/or with external parties, and provide secretariat support for cross-functional taskforce

Requirements:

  • Tertiary qualifications. Candidates without the required qualifications but possess the relevant work experience and required skills will also be considered.
  • Up to 3 years of relevant work experience in operations management and customer service.
  • Knowledge of chatbot applications (e.g. AskJamie), data analytics and customer relationship management (CRM) systems will be advantageous.
  • Possess effective interpersonal and stakeholder engagement skills and is customer-centric.
  • Meticulous and attentive to details.
  • Candidates without the required qualifications but with relevant experience are welcome to apply.

If keen & interested to learn more, please apply with your updated CV in word format at [email protected] stating your salary expectations and availability to discuss it further.

To expedite processing, you can lodge your application directly at https://www.rmaconsultants.com.sg/employment/registerjobseeker.aspx or https://bit.ly/expeditejobappl

Manisha Sharma

RMA Consultants Pte Ltd

EA License No. 93C4403

EA Regn. No. R1872602


 
Employer
RMA Group
RMA Group
8 Kaki Bukit Avenue 1 #05-05/06/07/08
417941
Singapore