- Geylang Southeast (Singapore) Singapore
Full Time Manager, Customer Management for SkillsFuture Level-Up Programme (WPD) [Temp - 1 Year] Jobs, Salary up to SGD 6,000 in Skills And Workforce Development Agency Southeast (Singapore) - Maukerja
Manager, Customer Management for SkillsFuture Level-Up Programme (WPD) [Temp - 1 Year]
Skills And Workforce Development Agency
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Job Description
Responsibilities
Working in a dynamic environment supporting the customer management process for programmes that the Division oversees. You will be the link between citizens and SWDA for key programmes targeted at Individuals by managing and addressing public feedback, enquiries and appeals. You will provide insights from your engagements with citizens to help inform policy formulation and review to ensure programmes objectives are met.
As a Manager, you will be responsible for:
Reviewing and implementing the Appeals Framework for key programmes
Managing and addressing public enquiries and feedback adhering to policy guidelines and established protocols within stipulated timeframe
Being the key point of liaising and coordinating with team members and relevant divisions for query resolution in handling complex stakeholder queries and escalations
Driving the preparation of reports by collating and tracking data/ information / statistics for regular reporting and using data visualisations to present findings in appropriate formats in key meetings
Driving the review and updating key customer management documents such as knowledge articles, SOPs, templated responses to enhance efficiency, quality and performance consistency, and communicating changes and updates to policy and SOP to key stakeholders timely and effectively
Conducting training for staff to equip them to manage appeals
Requirements:
At least 5 years of relevant work experience in service delivery operations and customer service environment
Possess effective interpersonal and customer engagement skills
Excellent written and verbal communication skills
Strong analytical and problem-solving skills that can translate analysis into in-depth case assessment and strong ability to handle exceptional cases
Proficiency in Excel for data entry, tracking, and generating reports
Self- motivated and resilient to be able to handle difficult customers
Meticulous and attentive to details
Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out ************* for details on the CSP.
About Skills and Workforce Development Agency
The Skills and Workforce Development Agency (SWDA) drives lifelong learning and workforce development to enable Singaporeans to take charge of their careers, learn for life, access good jobs, and grow in fulfilling careers. We enable employers to build a skilled, future-ready workforce, design quality jobs, and adopt skills recognition practices. Together with our partners, we build a trusted, high-quality, industry-relevant, and innovative ecosystem that meets the evolving workforce needs of both businesses and workers. For more information, please visit *************
As a Manager, you will be responsible for:
Reviewing and implementing the Appeals Framework for key programmes
Managing and addressing public enquiries and feedback adhering to policy guidelines and established protocols within stipulated timeframe
Being the key point of liaising and coordinating with team members and relevant divisions for query resolution in handling complex stakeholder queries and escalations
Driving the preparation of reports by collating and tracking data/ information / statistics for regular reporting and using data visualisations to present findings in appropriate formats in key meetings
Driving the review and updating key customer management documents such as knowledge articles, SOPs, templated responses to enhance efficiency, quality and performance consistency, and communicating changes and updates to policy and SOP to key stakeholders timely and effectively
Conducting training for staff to equip them to manage appeals
Requirements:
At least 5 years of relevant work experience in service delivery operations and customer service environment
Possess effective interpersonal and customer engagement skills
Excellent written and verbal communication skills
Strong analytical and problem-solving skills that can translate analysis into in-depth case assessment and strong ability to handle exceptional cases
Proficiency in Excel for data entry, tracking, and generating reports
Self- motivated and resilient to be able to handle difficult customers
Meticulous and attentive to details
Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out ************* for details on the CSP.
About Skills and Workforce Development Agency
The Skills and Workforce Development Agency (SWDA) drives lifelong learning and workforce development to enable Singaporeans to take charge of their careers, learn for life, access good jobs, and grow in fulfilling careers. We enable employers to build a skilled, future-ready workforce, design quality jobs, and adopt skills recognition practices. Together with our partners, we build a trusted, high-quality, industry-relevant, and innovative ecosystem that meets the evolving workforce needs of both businesses and workers. For more information, please visit *************
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