Senior Officer - Customer Relations (Customer Service) [ITE College East]

Institute of Technical Education

  • Singapore
  • Permanent
  • Full-time
  • 19 days ago
What the role is:As a Senior Officer, your role is to supervise/lead operations at the Customer & Visitor Centre (CVC) under the Customer Relations Department (CRR). You will need to execute policies and procedures to ensure that a standardised level of service is maintained. You will also be required to handle/support projects in functional areas within the department.What you will be working on:You will be required to:
  • Lead and supervise a team of support staff in day-to-day operations, key systems and customer service touch-points (Counter, Call Centre and Email), and any new touch-points created
  • Execute daily work at assigned touchpoint(s) through understanding of customer service policies, work processes and use of systems (e.g. Telephony, Customer Relationship Management, Queue Management, etc.)
  • Attend to customer feedback, complaints and compliments
  • Coordinate and liaise with various stakeholders (internal/external) for intakes and support department projects and prepare related reports for submission.
  • Help manage the social media platforms and QSM system.
  • Assist and support any other projects/events/duties as assigned within the department
What we are looking for:
  • You should be a team player with at least three years' experience in the service industry
  • You should be IT Savvy with a knowledge of CRM systems, have an affinity for learning, exploring and applying technological and digital solutions to the workplace
  • You should also have proven administrative and organisational skills, as well as excellent interpersonal, written and oral communication skills
  • You should be able to lead/supervise a team of support/counter staff
Applicants may check their application status at the end of 8 weeks from the closing date of this job posting.About Institute of Technical Education:The Institute of Technical Education is a globally-recognised world-class institution for excellence in technical education. Here, you make an extraordinary difference because ours is a unique Hands-on, Minds-on, Hearts-on College Education. Our awards include the prestigious Singapore Quality Award with Special Commendation and the inaugural Harvard-IBM Innovations Award in Transforming Government, affirmations of transformational leadership and passionate staff who bring us closer to becoming a Global Leader for Innovations in Technical Education.

Institute of Technical Education