Executive, Consumer Relations

Key Objective

The Executive in Consumer Relations at the Consumers Association of Singapore (CASE) serves as the primary contact for consumers seeking guidance or resolution for contractual disputes with businesses. The role demands a blend of relevant expertise and acuity to manage diverse disputes and facilitate amicable settlements between consumers and businesses. Customers may submit their complaints online or schedule in-person consultations.

Core Responsibilities

• Review and address consumer complaints received via telephone, email, face-to-face, and online platforms.
• Examine contractual documentation to provide consumers with advice regarding their rights and available remedies.
• Engage directly with both consumers and businesses to manage disputes through various communication channels.
• Collect, organize, and manage all necessary supporting documents.
• Strive to obtain mutually agreeable resolutions through negotiation and mediation promptly.
• Maintain accurate records and ensure timely closure of complaints.
• Perform various additional tasks such as generating reports, analyzing complaint patterns, coordinating mediation sessions, conducting call center duties if required, and supporting CASE's projects and initiatives.

Qualifications and Skills

• Holder of a Diploma or Degree from an accredited tertiary institution; legal-related education is advantageous.
• Excellent communication, negotiation, and diplomatic skills; multilingual abilities are preferred.
• Strong written communication proficiency.
• Sound judgment combined with analytical and problem-solving capabilities.
• Highly organized, detail-oriented, and capable of handling high-pressure situations effectively.
• Interest or experience in dispute resolution and ethical business practices is a benefit.
• Familiarity with Microsoft Office tools, particularly Excel with pivot table skills, is an asset.

Data Protection and Privacy Policy

Applicants acknowledge and consent to the terms of the Data Protection Policy as specified by CASE upon submitting their applications.