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