Manager, Service Quality

Officer, Customer Service Operations

This officer oversees HSA's customer service operations through two key areas: preparing responses to public enquiries, such as those on health products and vaping-related matters; and reviewing and implementing new processes to enhance operational efficiency and service delivery.

Public Feedback Management

Ensure the timely response to public enquiries, such as those related to health products and vaping received through the QSM e-mail. This includes working with the respective division/s on the response/s. Facilitate the resolution of complex public feedback including appeals and those requiring multi-agency input

Process Review and Implementation

The officer will assist in the review and implementation of new customer service processes to improve operational efficiency. This includes:

• Establishing query handling protocols, such as triaging and responding to straightforward and more complex enquiries using FAQs, guidelines, SOPs and system access
• Identifying process improvements such as through the use of AI and other efficiency technologies to improve response efficiency
• Developing standardised processes, response templates, and training materials for potential service delivery enhancements

The officer should have 3 to 5 years experience in customer service operations, and possess good written and verbal communication skills. The officer must also have demonstrated ability to manage concurrent cases, and liaise with multiple parties including those outside of HSA, to prepare the responses to the public. Desirable qualifications include experience in regulatory affairs or health product oversight, project management background, and familiarity with customer service technologies and AI tools.