Job Title: Digital Engagement Officer (DEO)
Location: New Bridge Road
Employment Type: 12-month Contract
Salary: S$2,600 per month OR S$14 per hour
Working Hours:
- Monday - Thursday: 8:30am - 6:00pm
- Friday: 8:30am - 5:30pm
- Saturday & Sunday: Off
Job Description
We are seeking a Digital Engagement Officer (DEO) to supportcustomer engagement and service reply management for licensing and applicationmatters. The role involves handling enquiries, monitoring service standards,and ensuring timely responses across multiple communication channels.
Job Scope
- Perform enquiry duties at PRD Service Counter during peak periods
- Handle and process Service Replies (SRs) related to SID's applications, licences, Security Officer's training competencies and refresher quiz
- Manage and respond to enquiries across multiple channels (email, web portal, social media platforms)
- Monitor and update FAQ sections on agency website
- Analyse customer feedback to identify service improvement opportunities
- Maintain databases of common enquiries and responses
- Monitor response times and service level agreements
- Data analysis and reporting relate to SRs
- Process Service Replies (SRs) relates to Personal, MHA and MP appeals
- Respond to email related to submission of relevant supporting documents required for the applications by applicants
- Ensure process improvement by achieving the service level Key Performance Indicator (KPI) set by the supervisor are met on a weekly basis
- Respond to phone enquiries (SID's dedicated hotline)
- Track and monitor SID's SRs & Appeals status
- Ensure the Service Standards for SRs and Appeals are met
- When required, contact applicants for more information regarding licence applications
- Advise applicants on submission requirements and procedures and
- Complete any other assigned duties as directed by the Supervisor.
Requirements
Candidates should have the following:
- Previous experience in customer service, public administration, or case management would be advantageous
- Academic qualifications of at least 5 GCE O Level credits or equivalent
- Able to write and communicate effectively for handling enquiries and email correspondence
- Proficient in using computers and common office applications
- Able to work under pressure and manage multiple enquiries
- Able to work independently as well as in a team
- Able to provide good customer service when handling enquiries from applicants
- Able to research and synthesise information quickly
- Able to prioritise multiple enquiries simultaneously
- Able to observe confidentiality when handling sensitive information
- Able to adhere to all rules communicated by the Supervisor and
- Able to adhere to the stipulated working hours from Monday to Friday. Unless approved by the Supervisor, the officer shall not submit claims outside of the working hours.
EA License No.: 96C4864
Reg No.: R26159658 BRANN LEONG CHUN HOE
