Enquiry Officer (APOS)

Job Description
Customer & Stakeholder Enquiries

. Respond to enquiries via email regarding government-paid leave schemes (e.g., eligibility, claims, reimbursements).

. Provide clear, accurate, and consistent information aligned with prevailing policies, legislation, and guidelines.

. Assist employers and employees in understanding application procedures and documentation requirements.

Case Handling & Issue Resolution

. Log, track, and manage enquiries and cases in the system (CRM or case management system).

. Investigate issues and provide resolutions within service turnaround time.

. Escalate complex or policy-related cases to senior officers or policy teams where necessary.

. Follow up on outstanding queries to ensure closure and customer satisfaction.

Requirements
Key Skills & Competencies

. Strong customer service orientation, especially in handling public sector enquiries

. Excellent verbal and written communication skills

. Ability to explain policies and regulations clearly to non-technical audiences

. Analytical and problem-solving skills for case handling

. Attention to detail and accuracy in information delivery

. Ability to manage high enquiry volumes and meet service KPIs

. Proficiency in IT systems (CRM, case management, MS Office)

Qualifications & Experience

. Diploma (in any discipline)

. 1-3 years of experience in customer service

. Fresh graduates with strong communication and customer service skills may also be considered

WFO - Ang Mo Kio

M-F: 8am - 5.30pm
2-year contract