About the Role

The role will support citizen-facing operations and data analytics initiatives. It involves handling enquiries and appeals relating to government schemes, conducting data analysis to support service delivery improvements, and contributing to projects involving CRM systems and AI-enabled solutions.

The successful candidates must be analytical, detail-oriented, and able to manage complex cases while working collaboratively with multiple stakeholders.

Key Responsibilities

• Handle enquiries and assess appeals relating to government schemes in accordance with established policies and procedures.

• Review cases thoroughly and provide recommendations based on available information and guidelines.

• Manage complex cases requiring detailed analysis, coordination, and follow-up actions.

• Liaise with relevant public agencies and stakeholders to obtain information and coordinate responses.

• Conduct data analysis on public feedback, service quality management queries, and operational data.

• Support reporting activities, including the preparation of metrics, dashboards, and management reports.

• Assist in projects involving customer relationship management (CRM) systems and AI-related initiatives, including retrieval-augmented generation (RAG) use cases.

• Perform text analysis and data cleansing activities using tools such as Python and regular expressions where required.

• Identify opportunities for process improvements and contribute to system enhancement initiatives.

• Carry out other administrative and operational duties as assigned.

Requirements

• Degree in any discipline with relevant internship experience.

• Experience in case management, customer service, public administration, operations, or related fields.

• Strong analytical and problem-solving skills with attention to detail.

• Basic proficiency in Python programming.

• Experience using regular expressions for text cleaning, data extraction, or pattern matching is advantageous.

• Experience in reporting, data analysis, or preparing performance metrics and management reports.

• Ability to manage multiple cases and priorities within established timelines.

• Experience coordinating with multiple stakeholders and agencies is advantageous.

• Experience participating in process improvement or system enhancement initiatives is advantageous.

• Strong written and verbal communication skills.

• Ability to work independently as well as collaboratively within a team.

We regret to inform that only shortlisted candidates will be notified.

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