Assistant Manager, Contact Centre Services

Responsibilities

• Serve as the primary point of contact for members of the public, handling enquiries, feedback and appeals professionally and empathetically.
• Manage cases end-to-end, ensuring accurate assessment, timely resolution, proper documentation and clear communication.
• Collaborate with internal and external stakeholders to resolve cases and facilitate seamless service delivery.
• Identify citizen needs, service gaps and recurring issues, and provide feedback to improve processes and customer experience.
• Contribute to the development of operational procedures, knowledge resources and continuous improvement initiatives.

Requirements

• Min Diploma / Degree
• 2-3 Years of experience in customer service, contact centre operations or public-facing roles will be advantageous.
• Strong verbal and written communication skills, with the ability to engage and communicate effectively with diverse stakeholders.
• Ability to manage multiple cases in a fast-paced environment while maintaining accuracy and service quality.
• Demonstrated empathy, professionalism and resilience in handling complex or challenging situations.
• Strong problem-solving skills and the ability to work independently as well as collaboratively within a team.
• Working hours – 8.30am to 6pm or 9am to 6.30pm
• Office location – Bishan