The incumbent will be part of the Service Quality Management team in the Tripartite Alliance for Dispute Management (TADM).
Job responsibilities:
- Handle customer enquiries promptly and feedback assessment, investigation, resolved and stakeholders updated.
- Manage MP appeal letters, respond in timely manner, address issues and close the loop with appellants and MP.
- Oversee feedback and compliments framework and prepare the necessary communication and follow up processes.
- Prepare reports and data on customer interactions and service initiatives for management.
- Act as liaison with MOM and related divisions on customer experience standards and projects.
- Ensure service standards across TADM and coordinate with other agencies as required.
- Overseeservice centre operations, including Service procurement, CSA deployment, training on new SOPs/initiatives and day-to-day operations of the service centres in both DNI and MOM Service Centre.
- Drive implementation of customer service initiatives with stakeholders.
- Support new projects, legislative changes, and digitalisation efforts as assigned.
Job requirements:
- 1 to 3 years of experience in customer service.
- Possess strong interpersonal, organisational, communication and writing skills.
- Multi-tasking capabilities and willingness to go the extra mile.
- Customer oriented, positive attitude, able to work independently and across teams.
- Analytical skills to understand customer needs and to develop frameworks to address them.
The position offered will commensurate with individual work experience and suitability.
Position is on a 2-year full-time contract directly under the payroll of TAL with an option to renew, contingent upon performance and subject to the organisation's needs. Additionally, there is potential for emplacement into a permanent position.
About Tripartite Alliance Limited
Tripartite Alliance Limited (TAL) is a Company Limited by Guarantee (CLG) that is jointly set up by the tripartite partners: Ministry of Manpower (MOM), National Trades Union Congress (NTUC), and Singapore National Employers Federation (SNEF). At TAL, people are at the heart of our business. We believe in nurturing and developing individuals who are keen to make a positive difference and contribute towards the building of progressive workplaces and harmonious work relations in Singapore.