The ideal candidate is to manage and respond to queries from members of the public, ensuring accurate, timely, and professional handling of enquiries. The role involves coordinating with internal and external teams to resolve issues, maintaining consistent messaging, and contributing to improved service delivery and stakeholder satisfaction.
Job Responsibilities:
- Serve as the point of contact for public and stakeholder enquiries, providing accurate information and assistance while tracking, logging, and monitoring enquiries to ensure timely resolution
- Coordinate with internal teams and telcos/vendors to investigate escalated cases and draft standard response templates, FAQs, and communication materials for consistent messaging
- Prepare reports on query volumes, categories, and resolution timelines while supporting public communications initiatives including website updates and outreach materials
- Assist in stakeholder engagement sessions, briefings, and consultations to collect public feedback and support broader communication objectives
Job Requirements:
- Background in Communications, Business, or a related field.
- At least 23 years of experience in customer service, public communications, or stakeholder management.
- Experience handling escalations or sensitive public-facing issues will be an advantage.
- Good interpersonal skills.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
