Service Quality officer - Singapore - WSH EXPERTS PTE. LTD.
Description
Roles & ResponsibilitiesJob Description
Monitor/manage feedback from multiple feedback channels to contact centre, emails to public facing inboxes, as well as other digital and traditional platforms);
ii. Monitor and manage Authority's contact centre;
iii. Manage and enhance Authority's Customer Management System (CMS) by working closely with system vendor on the deployment of system enhancements by stipulated timeline;
iv. For cases handled by SQO, ensure that final replies are issued to feedback providers within the service timelines
v. Respond to requests from operation divisions for vetting of replies within one working day;
vi. Submit monthly data analytics report on NParks and AVS overall case management performance for current month by the end of the next month;
vii. Implement any other Service improvement initiatives when assigned
Education Qualification :
Degree in marketing or related discipline
At least 3 years' relevant experience in customer service management, call centre management or quality service management;
Tell employers what skills you haveCAPA
Service Management
Customer Service Management
Vetting
GMP
Investigation
Call Centre Management
Audits
Customer Management
Microsoft Word
Regulatory Requirements
Case Management
Data Analytics
Manufacturing
Audit