Quality Service Executive, Ministry of Law Services Centre (11-month contract)

You will assist the Quality Service team to handle the daily public queries received by the Ministry. Such public queries will include those received from our official contact channels, as well as appeals made by Members of Parliament (MPs) on behalf of their constituents and inter-agency referrals. You are expected to triage public queries and feedback received and work with relevant stakeholders to ensure these are properly followed up and closed. You will also assist to review public feedback and suggestions and assess the issues raised within; and liaise with the various Divisions within the Ministry on improvements to the overall service systems and processes. Responsibilities Responsibilities: - Assist the Quality Service team to handle the daily public feedback and queries received by the Ministry and ensure timely follow up and closure in accordance with the approved service level timelines. You may also be expected to deal with the members of the public in the course of your work. - Assist the Quality Service Team to identify process gaps and IT system-related issues and suggest enhancements to improve the team’s efficiency. Requirements Requirements: - Diploma in Communications or any other relevant discipline - Good command of written and spoken English and one other language. Ability to speak one of the dialects will also be an asset. - Team player, customer service oriented, self-driven and able to work independently. - At least 2 – 3 years of working experience in customer service and good track record. - Proficient in MS Applications and CRM systems This is an 11-month non-renewable contract position. Please note that officers appointed on short-term contracts of less than one year are not eligible for bonus payouts.