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#SGUnited Manager / Senior Manager (Customer Service Operations and Digital Strategy), 1-Year Contract

Careers@Gov
Agency: Singapore Examinations and Assessment Board
Job no.: 540964
Work type: Contract
Location: Singapore
Categories:InfoComm, Technology, New Media Communications, Customer Service

Singapore Examinations and Assessment Board (SEAB) is a statutory board with the mission to provide quality educational assessment and research services to our clients in Singapore and other parts of the world.

We are looking for team players who enjoy working in a dynamic and creative work environment. We invite you to join our team for a rewarding and challenging career.

 

RESPONSIBILITIES
Successful applicant will play an active role in defining and developing service strategy and translating the strategy into actionable plans for implementation. The key responsibilities include:

Primary role: Service Operations and Delivery

- Develop and set up the strategy, standards, systems and processes for the daily operations of the customer service centre to manage call, emails and counter services
- Mentor and build the capability of a team of customer support agents to deliver quality customer service.
- Conduct analysis of customer feedback, identify customer needs and translate them into service journey goals, opportunities, experiences and measures of success
- Drive and monitor delivery of quality and effective service to SEAB’s customers

Secondary role: Digital Media and Strategy

- Develop and execute social media strategy 
- Lead efforts in creation and management of contents across appropriate digital platforms
- Manage and conduct analysis of online sentiments and feedbacks

REQUIREMENTS
- At least 5 years’ of relevant experience, preferably in social media and service design and experience in the education sector, and copywriting or editorial work will be advantages
- Strategic thinker with a results-oriented approach and takes on challenges with thoughtfulness, drive and appropriate urgency
- Strong communication, stakeholder engagement and project management skills
- Resilient, meticulous and able to handle competing demands and tight deadlines
- Skillful in data analytics to generate insights in driving operations improvement
- Creative with a strong aesthetic sense in design is also preferred

All applicants will be notified on whether they are shortlisted or not within 4 weeks of the closing date of this job posting.

Singapore Examinations and Assessment Board
298 Jalan Bukit Ho Swee
Singapore 169565

 

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