Customer support officer

Supports the LS in queue management and other administrative matters for the smooth conduct of ceremonies.
Supports the couples at ROM/M for their solemnisations ensuring excellent customer experience. E.g. registration upon arrival of couples and guests, assisting with last-minute changes to witnesses as well as the reprinting of ceremonial certificates using the self-help kiosks
Directs guests who have finished their solemnisations away from the waiting area to allow incoming visitors and smooth operations.
Monitors the use of self-help kiosks and provides basic technical support.
Handles simple and straightforward enquiries, which comprise checks on supporting documents provided against the application/request details and other information submitted for accuracy and completeness, and redirect complex ones to other channels. Such simple enquiries generally do not involve legal interpretation, discretionary approval, or case assessment. For the avoidance of doubt, ROM/M shall provide a guide on plausible simple and straightforward enquiries to the Tenderer after the award of the Contract.
Supports counter staff in the in-person verification of document and declaration process by assessing the eligibility of the couple’s language proficiency according to guidelines given by the ROM/M prior to the in-person session.
Undertakes any other relevant administrative tasks, such as daily setting up and closing of self-help kiosks and solemnisation rooms, simple statistical/situational reporting, etc.