Job Title:
Customer Service Executive (Public Feedback & Case Management)
About the Role:
We are seeking a proactive and meticulous individual to support case management and service quality matters. You will be responsible for reviewing public feedback, coordinating with policy divisions, and ensuring timely resolution of cases in line with Whole-of-Government service standards.
Key Responsibilities:
- Review and assess feedback and enquiries received through official channels (emails, online systems, calls)
- Draft and provide interim replies to cases received
- Liaise with relevant divisions and public agencies to resolve issues and prepare responses
- Monitor case progress to ensure timely closure in line with service standards
- Collate and analyse data on cases for reporting purposes
Candidate Profile:
- Resourceful, meticulous, and a strong team player
- Good writing and communication skills
- Proficient in MS Word, Excel, and PowerPoint
- Analytical with logical thinking skills
- Independent, proactive, and committed to follow-through
- Customer service experience preferred
- Prior experience in public agencies an added advantage
