Customer Care Consultant / Senior Customer Care Consultant

[What the role is]

The One-Stop Information and Service Centre (OSISC) provides one-stop assistance to aspiring and existing hawkers on stall tenancy matters, collaborates with service partners and vendors, uses service technology to improve service delivery, and supports customers in adopting digital services.

[What you will be working on]

As a Senior Customer Care Consultant / Customer Care Consultant, you will be responsible for carrying out the full spectrum of customer service duties.  You will get to meet people from all walks of life and be part of a dynamic team serving walk-in customers and handling their enquiries and feedback at the Customer Service Centre. 

Beyond counter duties, you will draw on frontline observations and customer insights to proactively propose practical service innovations and process improvements that enhance customer experience. You will also be involved in service innovation projects and support the centre’s digitalisation efforts, including testing and using suitable new technologies such as AI tools to improve service delivery. You will work with other government agencies and service partners to expand NEA’s service accessibility and better coordinate service delivery.

[What we are looking for]

Requirements:

• Minimum 2 years of experience in frontline Customer Service. Fresh graduates with stints related to service innovations or transformation may be considered.
• Pleasant disposition and positive attitude
• Service-Oriented
• Team player with good interpersonal and communication skills
• Possess initiative and ability to work under pressure
• Proactive in contributing ideas and suggesting process improvements and service innovations to enhance customer experience
• Able to work in a fast-paced environment and with multiple stakeholders to enhance service delivery

As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.