Vacancy Description
- Serve as the first point of contact for Members of Public (MOPs), handling enquiries professionally and empathetically.
- Build a strong understanding of citizen needs, anticipate concerns, and deliver accurate, citizen-centric resolutions with customer satisfaction as a priority.
- Take ownership of cases from first contact through follow-up and closure, ensuring timely resolution and clear communication throughout the interaction journey.
- Accurately document all interactions, escalations and outcomes in the designated case management system/any tracker.
- Coordinate closely with internal Points of Contact (POCs) and external stakeholders to facilitate timely case resolution across agencies.
- Support cross-agency navigation by identifying the citizen's underlying need and routing or advising appropriately, rather than operating within siloed agency boundaries.
- Identify recurring citizen pain points, service fri...
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