Tripartite Alliance

About Tripartite Alliance

The job holder will be part of the Customer Experience and Service Planning team in the Tripartite Alliance for Dispute Management (TADM). Job responsibilities: Manage customers’ feedback, respond in a timely manner, address issues and close the loop with internal stakeholders. General enquiry handling. Manage customers’ complaints, provide initial assessment and work with team to investigate the feedback. Manage the compliments framework, report substantive compliments and prepare recognition award. Manage MP appeal letters, respond in a timely manner, address issues and close the loop with appellants and MP. Act as a liaison officer and work closely with MOM’s Customer Responsiveness and Labour Relations and Workplaces Divisions on customer experience standards and related projects. Ensure service standards are achieved and work closely with all divisions in TADM as well as other agencies. Formulate strategies to enhance the customer’s journey with TADM and ensure continuous improvement in service levels. Prepare reports to update management on key customer interactions with TADM and new service initiatives. Data mine statistics from various systems and analyse the data to provide insights on emerging trends and customer needs; Engage vendors to conduct regular customer surveys, assess customer satisfaction levels and recommend appropriate intervention. Oversee implementation of customer service initiatives through close collaboration with relevant stakeholders. Supervise Customer Service Ambassadors (CSA) and oversee the day-to-day service centre operations which includes management of big group walk-ins, logistics arrangements (booking room / hall, chartering of buses) and redeploy CSA to assist with crowd management. Update the CSA Manual and develop training plan for CSA whenever there are SOP changes or new service initiatives and referral of customers to TAFEP and NTUC at TADM service centres. Other duties as assigned from time to time, like new projects and initiatives with amendments of the legislations and the digitalisation movement. Job requirements: 1 to 3 years of experience in customer service. Possess strong interpersonal, organisational, communication and writing skills. Multi-tasking capabilities and willingness to go the extra mile. Customer oriented, positive attitude and able to work independently. Analytical skills to understand customer’s needs and to develop frameworks to address them. The position offered will be commensurate with the candidate’s experience and suitability. Kindly state your expected salary in your application. Only shortlisted candidates will be notified. Diploma, Bachelor's / Honours, Masters / PhD Minimum of 1 year(s) experience needed for this position

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Legal Form: Limited

Company Type: Public

Company Size: 11 - 50

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