- Serve as the first point of contact for Members of Public (MOPs), handling enquiries professionally and empathetically.
- Build a strong understanding of citizen needs, anticipate concerns, and deliver accurate, citizen-centric resolutions with customer satisfaction as a priority.
- Take ownership of cases from first contact through follow-up and closure, ensuring timely resolution and clear communication throughout the interaction journey.
- Accurately document all interactions, escalations and outcomes in the designated case management system/any tracker.
- Coordinate closely with internal Points of Contact (POCs) and external stakeholders to facilitate timely case resolution across agencies.
- Support cross-agency navigation by identifying the citizen's underlying need and routing or advising appropriately, rather than operating within siloed agency boundaries.
- Identify recurring citizen pain points, service friction, and operational gaps, and surface observations through regular reporting and feedback cadences.
- Maintain high standards of professionalism, communication quality, empathy, and service delivery in every citizen interaction.
- Support continuous improvement initiatives by contributing frontline insights to enhance service processes, FAQs, knowledge management, and citizen experience outcomes.
Interested candidates, please email your resume to [Confidential Information]
Anna See Sing Yee
CEI Reg R25157535
Recruit Express Pte Ltd
EA License No: 99C4599
We regret that only shortlisted candidates will be contacted
