Survey Experience Quality Executive (1 Year Renewable, UP$3500, Novena/ClarkeQuay)

• Deliver excellent service to all customers across all touchpoints • Manage mailbox enquiries and resolve customer issues via email and personalised phone calls where required • Ensure accuracy and completeness of customer data collected • Maintain and update the survey and case management database promptly with clear, concise case notes • Distribute enquiries and follow up on actionable items with relevant teams, stakeholders, and departments • Meet Service Level Agreement (SLA) requirements by responding to all emails within 5 working days and independently managing case follow‑ups within SLA timelines • Prepare and circulate daily email summary reports to the Quality Service Manager, management, and stakeholders • Identify, highlight, and escalate challenging issues or complaints received through mailbox channels in a timely manner • Ensure proper filing of ongoing and closed cases into designated shared‑drive folders • Update workflow and process documentation within mailbox guidebooks whenever changes occur • Collaborate closely with inbound and outbound Project Managers to develop and improve quality service SOPs and operational processes • Analyse service quality across the contact centre and propose recommendations to enhance productivity and customer satisfaction • Prepare operational data, including daily service levels, customer satisfaction metrics, survey accuracy, and call/complaint logs, to support continuous improvement initiatives • Support onboarding and guide new employees to foster a culture of service excellence • Assist with data compilation and reporting as required • Undertake ad hoc duties and projects assigned by management Requirements• Singapore Citizen • Degree in any field • Minimum 2 years of relevant experience in Level 2 contact centre roles, quality assurance, operations, or data‑related functions • Experience handling escalated and complex customer cases • Strong written and verbal communication skills with excellent attention to detail • Proven ability to manage high‑volume email correspondence while maintaining quality standards • Customer‑centric mindset with strong problem‑solving skills • Proficient in Microsoft Office (especially Excel); experience with CRM or case‑management systems is an advantage • Ability to work independently, manage priorities effectively, and collaborate well with cross‑functional teams • Proactive, adaptable, and continuously improvement‑driven attitude Interested candidate please click"APPLY" to begin your job search journey and submit your CV directly through the official PERSOL job application platform - GO Mobile. We regret to inform that only shortlisted candidates will be notified. By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOL Singapore Pte Ltd and its local and overseas subsidiaries and affiliates to collect, use and disclose your personal data to prospective employers/companies based in any country for purposes of evaluating  suitability for employment, conducting reference checks, administering employment related services, complying with Government’s health advisories and such other purposes stated in our privacy policy. Our full privacy policy is available at https://www.persolsingapore.com/policies.  If you wish to withdraw your consent, please drop us an dataprotection@persolapac.com) to let us know. Please feel free to contact us if you have any queries PERSOL Singapore Pte Ltd • RCB No.200007268E • EA License No. 01C4394• Reg No: R1440784 (Foo May Cheng)