Job Description

[What the role is]

This officer will manage HSA's customer service operations through these key areas:
1. Respond to public enquiries, monitor and analyse public feedback received
2. Implement new processes to enhance operational efficiency and service delivery
3. Drive and implement customer service initiatives

[What you will be working on]

1. Public Feedback Management and QSM Operations

• Oversee the handling of public queries to ensure timely response, and work with the respective divisions on the responses
• Facilitate the resolution of complex public feedback including appeals and those requiring multi-agency input
• Uphold service delivery, streamline processes, and identify opportunities to provide greater value to stakeholders
• Conduct sampling checks on public feedback cases to uphold quality standards and identify areas for improvement
• Assist senior management in responding to select public queries

2. Process Review and Implementation

• Drive the review and implementation of new customer service processes to improve operational efficiency, including centralisation initiatives
• Develop standardised processes, response templates, and training materials for potential service delivery enhancements
• Explore and implement the use of data/text analytics on feedback received to improve trend and forecasting analysis

3. Lead Customer Service Initiatives

• Provide support for customer service initiatives and activities across HSA, ensuring alignment with organisational objectives and service excellence
• Organise the annual HSA Outstanding Customer Service Awards nominations and award presentation, fostering a service culture of recognition and excellence
• Oversee and manage the nomination process for other customer service awards across HSA

[What we are looking for]

The officer should have 4 to 6 years’ experience in customer service operations. He or she should also possess the following skills and qualities:

• Excellent written and verbal communication skills
• Effective stakeholder management capabilities, with ability to engage across all organisational levels, including C-suite executives and external partners
• Strong project management skills with ability to multi-task to deliver high-quality outcomes under tight deadlines
• Analytical skills for data interpretation and report production
• Familiar with customer service technologies and AI tools
• Team player who can complement and support the team’s efforts, and also work independently on projects.

Relevant experience in regulatory affairs or health product oversight, with strong project management background would be advantageous.