What the role is:You will be part of a dynamic team responsible for delivering exceptional customer service at the NS Contact Centre (NSCC), to MINDEF/SAF's customers who will contact NSCC through various service channels such as web chat, emails and phone calls. The team will operationalise and manage service delivery and operations at the NSCC. You develop and implement strategies to optimise service operations and enhance customer satisfaction at NSCC. You also manage the NSCC service provider to meet the stipulated Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and other business, contractual and compliance requirements.What you will be working on:In addition, you collaborate with the domain owners to streamline processes, resolve customer issues and implement service enhancements. You are to keep abreast of emerging technologies, tools, industry trends and best practices in contact centre operations to implement innovative solutions and drive continuous improvement in NSCC service delivery and operations. You also oversee the training roadmap for NSCC's customer service officers to ensure they are equipped with the necessary skills and knowledge to deliver exceptional service to customers. You oversee management reporting, operations/performance analysis, content and feedback management so as to strengthen service delivery and customer experience, as well as implement corrective actions where necessary. You support MINDEF/SAF's public communications and engagement, such as for roll-out of key initiatives and policy changes, through the NSCC service channels such as webchat, calls and emails. You manage selected feedback, and ensure case resolution and fulfilment of prevailing service standards for these feedback.What we are looking for:You must have a tertiary qualification, preferably with 3 or more years' work experience in a service delivery or operations management role. You must be service-oriented, possess good interpersonal, communication and writing skills, as well as be adept at problem-solving. Having project management experience and/or data analytics skills is advantageous. Appointment will be commensurate with experience. Only shortlisted candidates will be notified.About MINDEF:The mission of MINDEF and the Singapore Armed Forces is to enhance Singapore's peace and security through deterrence and diplomacy, and should these fail, to secure a swift and decisive victory over the aggressor. The Defence Executive Officer (DXO) scheme is the non-uniformed career scheme of MINDEF that offers myriad opportunities in various job functions, such as corporate communications, cyber security, data analytics and visualisation, defence policy, finance, HR, psychology, and more. Embodying the same level of commitment towards defence, DXOs work together with their military counterparts to contribute to MINDEF/SAF's mission and ensure Singapore's security and stability. United by this common cause, our lines of defence complement each other to secure the prosperity and progress of our nation.
