Executive, Consumer Relations

Key ObjectiveThe Executive, Consumer Relations (CROs) of the Consumers Association of Singapore (CASE) are the first point of contact for consumers who seek advice and/or redress for their contractual disputes with businesses. CROs require relevant skills and acumen to handle a wide variety of consumer to business disputes and to assist parties in negotiating an amicable settlement. Consumers may either lodge their disputes online or schedule an appointment to meet the CROs in person.Core Responsibilities:Consultation ServiceReview the complaints submitted by consumers, dealing directly with them over the telephone, email, through face to face and online channels.Review the contractual documents and provide advice to consumers on their contractual rights, and options to seek redress.Dispute ResolutionHandle the disputes, dealing directly with consumers and businesses over the telephone, email, through face to face and online channels.Gather, collate and organise relevant documentation.Seek to achieve an amicable resolution for both parties through negotiation and mediation sessions in a timely manner.Ensure proper filing and prompt closure of all complaints.Other RolesPerform other ad-hoc duties assigned which may include: -Generation of statistics and reports.Review and analysis of complaint trends and figures.Coordination of mediation sessions.May be assigned to call centre duties.Support and participate in CASE projects and initiatives.Other projects and duties as assigned by Management.Knowledge, Skills & AbilityDiploma or Degree from a recognized tertiary institution. Law related courses will be an advantage.Possess strong communication, diplomacy and negotiation skills. Ability to speak more than one language is preferred.Possess strong writing skills.Possess sound judgement, analytical thinking and problem-solving skills.Meticulous, well-organized and able to handle pressure effectively.Keen interest and/or experience in dispute resolution and fair business practices will be an advantage.Competence and experience in Microsoft Office, especially Microsoft Excel (Pivot table) will be an advantage.