Customer Service & Operations Executive (Government Sector)

Working Days: Monday to Friday Working Hours: • Monday to Thursday: 8.30am – 6.00pm • Friday: 8.30am – 5.30pm • Hybrid work arrangement available Job Responsibilities • Manage and oversee vendors in handling straightforward public feedback and enquiries. • Provide guidance on cases and vet draft replies prepared by vendors. • Review and assess feedback and enquiries received from members of the public, including more complex cases received through emails, online feedback channels and calls. • Provide timely interim responses to members of the public. • Work closely with internal divisions and other public agencies to resolve issues raised by members of the public. • Provide advice on response templates and drafts where required. • Monitor the progress of cases and follow up with relevant stakeholders to ensure cases are closed within required service standards. • Assist in collating and analysing case data to identify key issues and trends. • Support the preparation of regular reports, error reports and other service-related reporting. Job Requirements • Relevant qualifications in Business, Administration or related disciplines . • 3–6 years of relevant working experience. • Prior customer service experience is preferred. • Relevant experience within public agencies will be an added advantage. • Resourceful, meticulous and a good team player. • Good written and verbal communication skills. • Good analytical skills with the ability to think logically. • Independent, proactive and highly committed. • Proficient in Microsoft Word, Excel and PowerPoint .