Quality Service Management Executive (Govt)
Duration: 3months (extendable up to 1 year) Location: City Hall Working Hours: Monday - Thursday 8.30am to 6pm; Friday 8.30am to 5.30pm
Responsibilities:
- Manage public feedback and enquiries received through email, online platforms, and phone calls.
- Oversee service providers to ensure enquiries are handled accurately and promptly.
- Review and resolve complex cases, including preparing replies and coordinating follow-up actions.
- Work closely with internal stakeholders and external agencies to address and resolve public feedback.
- Monitor case progress and ensure timely closure in accordance with service standards.
- Analyse feedback trends and support the preparation of reports and service performance data.
- Contribute to service improvement initiatives and enhance customer experience.
Requirements:
- Diploma or Degree in any discipline.
- Customer service, feedback management, or case management experience preferred.
- Experience in a public sector environment will be an added advantage.
- Strong communication, stakeholder management, and problem-solving skills.
- Able to manage multiple cases and work independently in a fast-paced environment.
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