Job Title- Customer Support Officer

Working days and Time-Mon to Fri (8.00 am to 5.00 pm)

Saturday ( 8.30 AM to 12.30 PM)

Location- East Singapore

Job Resposibilities

• Provide acknowledgement to the sender of the feedback. The acknowledgement shall be sent by the next working day through the most appropriate channel based on the information provided by the sender (i.e., email, SMS, phone call,hardcopy letter etc). Templates of the acknowledgement will be provided to the Contractor.
• Level 1 Feedback refers to enquiries, routine custodial management, rehabilitation and reintegration concerns which could be retrieved from the Authority's systems without further assessment or review.Provide a direct reply to Level 1 feedback.
• Level 2 Feedback refers to cases which will require inputs from other Authority's divisions/units or stakeholders to follow up due to its case-specific nature, or require fact-finding, clarification and assessment with divisions/units in order to establish the veracity of accounts and prepare the appropriate response to the sender.Route Level 2 feedback to the Authority's relevant divisions/units or stakeholders by the next working day for follow up.
• Level 3 Feedback refers to cases which require in-depth investigation and/or may affect the reputation of the Authority; or cases which require update to the Authority's management.
• Highlight Level 3 feedback to the Authority by the next working day, and manage such feedback based on the instructions given by the Authority. The Authority reserves the right to reclassify any feedback to other levels, if necessary.In-person engagement for In mates family members ,
• As part of the in-person engagement, the personnel shall also provide assistance to these visitors by addressing any concerns or enquires they may have.

If the responsibilities matches with your profile, kindly share your updated CV/resume to Aparna at aparna@wshexperts.com.sg.