Senior/lead Executive - Centre For Service Excellence
tech.gov.sg
Onsite
Case management and service operations
Customer journey mapping
Data-driven service process review
As a Senior/Lead Executive of Centre for Service Excellence, you will contribute to the service delivery and experience segment by ensuring diverse stakeholder groups receive optimal experience
Job Summary
As a Senior/Lead Executive of Centre for Service Excellence, you will contribute to the service delivery and experience segment by ensuring diverse stakeholder groups receive optimal experience.
You will manage day-to-day customer service operations across physical and digital touchpoints while conducting case analyses and collaborating with internal stakeholders to resolve complex cases.
You will contribute to service design and process improvements by mapping customer journeys, identifying pain points, and using data analytics to enhance service quality and efficiency.
Matching Summary
As a Senior/Lead Executive of Centre for Service Excellence, you will contribute to the service delivery and experience segment by ensuring diverse stakeholder groups receive optimal experience.
Skills & Requirements
Must-have
case management and service operations
customer journey mapping
data-driven service process review
service delivery and experience
stakeholder engagement and collaboration
Nice-to-have
process improvement projects
service design experience
corporate communication experience
quality service management (QSM)
innovative mindset and cheerful personality
Key Requirements
3-5 years experience in service operations
qualifications in Business, Communications, or Customer Service
strong verbal and written communication skills
proficiency in MS Office and/or Power BI
experience in case management and service communication