The Office of Information, Knowledge and Library Services (OIKLS) provides seamless access to information and services to support the learning, teaching and research needs of the NTU community. OIKLS seeks a service-oriented, innovative and enthusiastic Senior Executive (Library Service Innovation & Excellence) to support the team in service excellence initiatives and to uphold and service excellence standards.

The successful applicant will work with different stakeholders across the University in innovation-driven initiatives with a focus on service excellence.

Responsibilities

• Apply the guidelines on service delivery at the libraries.
• Manage the standard operating procedures (SOPs) for feedback management and service recovery.
• Provide effective and timely follow-up on enquiries received.
• Create training materials/courseware for library colleagues.
• Train and guide Library Executives in managing difficult customers/situations.
• Identify and investigate potential issues at service touch points and intervene to perform service recovery with stakeholder(s), if applicable, to propose solution(s) to address the issues.
• Assist with investigations and mitigate the situation by providing favourable solution(s).
• Compile and analyse the compliments and complaints to provide learning opportunities for library colleagues.
• Implement, support and monitor the service quality activities, e.g. service awareness campaigns, forums, and awards.
• Supervise and assist in collection maintenance and library facilities.
• Train, manage, and participate in the assessment of a pool of student assistants.
• Provide a range of service desk and AOH (after office hours) services to users in the libraries during the opening hours.
• Deliver After Office Hours (AOH) services during designated weekday evening and weekend opening hours.

Requirements

• Diploma holders in any discipline with 3-5 years of work experience in customer service, or Degree holders with an interest in this area.
• Proficient in MS Office Word, Excel and Powerpoint.
• Experience in operations, customer service or communications role in academic libraries or large libraries.
• Experience in executing innovation-driven or process improvements projects.
• Experience in developing communication plans or stakeholder management in education industry.
• Service-oriented mindset with focus on customer service.
• Strong communication skills in customer interactions, presentation to stakeholders and training delivery.
• Organized and detail-oriented with ability to analyze processes and identify areas for improvements.
• Able to work independently and collaboratively in a team.
• Able to adapt and thrive in rapidly changing, complex and ambiguous environment.
• Familiarity with library management systems and some knowledge in data analysis will be added advantage.
• Experience in Project Management will be added advantage.

Hiring Institution: NTU