Ministry of Manpower (MOM) Hiring For Manager, Customer Operations, ODCS (LRWD) – Contract at Singapore Full Time

As a Manager, Customer Operations, you are primarily responsible for providing timely, reliable advice to customers on the Employment Act and employment related issues. You will also promote and strengthen the service culture of the division.

What you will be working on

The key job functions are as follows:
1. Assess and manage escalated queries and feedback on Employment Act and employment related issues through phone calls, written replies, MOM website and QSM, and where necessary, advise customers over phone or email
2. Compile and analyze data collated from public enquiries for planning and policy reviews
3. Improve knowledge management by expanding the base of sample customer responses, FAQs and techniques/approaches in the database
4. Review and update FAQs on Employment Act on the MOM website
5. Coordinate with other departments and government agencies on the implementation of service initiatives.
6. Administer the Customer Relationship Management System for the division

• Should possess a tertiary qualification in any discipline. Candidates with background in Human Resource preferred
• Possess prior experience in dealing with customers or in a customer service environment, and knowledge of the Employment Act
• Able to communicate well and write concisely
• Proficient in the use of Microsoft Excel as well as possess some knowledge in data extraction