What the role is This role is with the Customer eXperience department that manages one of MOM’s key touchpoints – the MOM Contact Centre. You'll be instrumental in driving effective performance of the centre through service policy reviews and enhancements to improve customer satisfaction. This is a great opportunity to make a tangible impact on how citizens interact with government services!
What you will be working on - Drive effective performance of the MOM Contact Centre through close oversight and guidance of the vendor on their daily operations, and data‑driven interventions.
- Shape customer self‑service capabilities by reviewing and enhancing policies, procedures, and FAQs to reduce enquiry volumes whilst improving satisfaction.
- Harness the power of data analytics and technology to unlock customer insights and drive service innovation.
- Champion customer advocacy through effective feedback management and swift service rec...