Enquiry Officer (APOS)

Job Description Customer & Stakeholder Enquiries • Respond to enquiries via email regarding government-paid leave schemes (e.g., eligibility, claims, reimbursements). • Provide clear, accurate, and consistent information aligned with prevailing policies, legislation, and guidelines. • Assist employers and employees in understanding application procedures and documentation requirements. Case Handling & Issue Resolution • Log, track, and manage enquiries and cases in the system (CRM or case management system). • Investigate issues and provide resolutions within service turnaround time. • Escalate complex or policy-related cases to senior officers or policy teams where necessary. • Follow up on outstanding queries to ensure closure and customer satisfaction. Requirements Key Skills & Competencies • Strong customer service orientation, especially in handling public sector enquiries • Excellent verbal and written communication skills • Ability to explain policies and regulations clearly to non-technical audiences • Analytical and problem-solving skills for case handling • Attention to detail and accuracy in information delivery • Ability to manage high enquiry volumes and meet service KPIs • Proficiency in IT systems (CRM, case management, MS Office) Qualifications & Experience • Diploma (in any discipline) • 1–3 years of experience in customer service • Fresh graduates with strong communication and customer service skills may also be considered WFO - Ang Mo Kio M-F: 8am - 5.30pm 2-year contract