Senior Executive, Enterprise Division, QSM Office (1 Year Contract)

About the role

The QSM Office is a team within Enterprise Experience & Planning Group (EEPG), serving as the centralised office for managing public touchpoints, setting service standards and improving service delivery across EnterpriseSG's public channels. It manages the QSM hotline, written enquiry channels, chatbot, reception and the Statlink Portal, and handles the intake, triage and resolution of public enquiries about EnterpriseSG programmes and assistance. This is a 1-year contract position.

Key responsibilities

• Represent Enterprise Singapore by interacting directly with members of the public and resolving escalated or complex enquiries
• Ensure timely and accurate follow-up on assigned cases, including written enquiries and escalated calls from outsourced vendors
• Triage and manage complex cases requiring collaboration with internal divisions, other government agencies or partners
• Maintain detailed case records for all assigned cases
• Identify gaps in processes, communications and handling and propose service improvements

Required profile

• Past experience in frontline customer service or customer feedback management
• Good writing skills and the ability to convey information clearly, professionally and empathetically to the public

Required skills

• Navigating customer relationship management (CRM) systems
• Using AI tools and Microsoft Office in a work setting