Assistant Manager/Senior Executive, Customer Experience Department
Agency For Integrated Care Downtown Core Full-time
Company description:
The Agency for Integrated Care (AIC) aims to create a vibrant care community for people to live well and age gracefully. AIC coordinates and supports efforts in integrating care to achieve the best care outcomes for our clients. We reach out to caregivers and seniors with information on staying active and ageing well, and connect people to services they need.We support stakeholders in their efforts to raise the quality of care, and also work with health and social care partners to provide services for the ageing population. Our work in the community brings care services and information closer to those in need.
For more about us, please visit https://www.aic.sg.
Job Responsibilities- Enhance client's experience by monitoring and analysing service level, planning, implementing and evaluating service quality initiatives and solutions.
- Conduct service gap analysis on various touchpoints to understand the challenges clients/staff face on ground.
- Support in planning and executing service improvement initiatives and tracking its effectiveness. These include but are not limited to designing and facilitation of workshops, campaigns and process improvement initiatives.
- Provide project management support for service improvement projects and any other initiatives by the department.
- Support training administration and development function.
- Track, analyse and report client experience touchpoints performance and satisfaction measurement.
- Collaborate with different functions and/or agencies to ensure adherence to service standards stipulated.
- Provide secretariat support to meetings and other workgroups or committees as assigned.
- Degree in any discipline.
- At least 2 years of working experience in customer service and/or quality service management.
- Good oral and written communication skills.
- Proficiency in Microsoft Office.
- Strong analytical, organisational and planning skills with an eye for details.
- Strong problem-solving skills and able to multi-task under tight deadlines.
- Team Player with high level of initiative and able to work independently.
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