Senior Executive, Enterprise Division, QSM Office (1 Year contract)

What the role is

Quality & Service Management (QSM) Office is a team within Enterprise Experience & Planning Group (EEPG), serving as the centralised office for managing public touchpoints, establishing service standards and transforming service delivery across EnterpriseSG's public channels.

QSM Office manages several public touchpoints, namely EnterpriseSG's QSM hotline, written enquiry channels, chatbot, reception and Statlink Portal.

QSM Office is responsible for the in-take, triage, and resolution of public enquiries on programmes and assistance offered by EnterpriseSG. The Team works closely with divisions board-wide to uphold service standards and improve service quality to enterprises through enhancements of programmes, processes, public communications and officer service delivery competencies.

What you will be working on

The role entails performing below responsibilities:

• Represent Enterprise Singapore to interact independently and directly with external members of public and resolve escalated or complex public enquiries received on EnterpriseSG's programmes and assistance.

• Ensure timely and accurate follow-up on all assigned cases to meet service standards including written enquiries and escalated phone enquiries from outsourced vendors

• Triage and manage more complex cases that require collaboration with internal EnterpriseSG divisions, external government agencies or partners

• Maintain detailed case records for all assigned cases

• Identify gaps in board-wide processes, public communications and handling and propose service ideas for consideration

What we are looking for

• Past experience in frontline customer service or customer feedback management

• Ability to navigate customer relationship management (CRM) systems, AI and Microsoft Office tools in a work setting

• Requires good writing skills and ability to deliver relevant information in a clear, professional and empathetic manner to members of public.

How We Work Together

We value individuals who demonstrate our CoRE values - collaborating effectively across teams, engaging others with respect, acting with courage to speak up and make decisions, and being enterprising in taking ownership, learning continuously, and driving outcomes in a dynamic environment.