Job description
1. Duty Officer - Customer Service backend support:
- Handling of walk-in enquiries such as membership registration, account-related, lost and found items and issuing of collaterals for services/redemptions.
- Handling incidents such as fire alarms for example.
- Troubleshooting and replenishing of Book Bugs Dispencer Machine.
- Acknowledging/repairing of damaged items (patron insists to borrow).
- Attending to Seat Booking System feedbacks (eg. unable to check in, booked seat is taken).
- Disarm library items that has triggered the alarm at RFID Gates.
- Assist Roving Officer (eg. attending to high-level enquiries, lost child, wireless@SGx)
- Collection of membership cards (DIYREAD@Community).
- No Wrong Door policy.
- Assist patrons with directions/enquiries.
- Troubleshooting issues on patron’s devices (phones, laptops, eReader devices, patron unable to access PressReader, NLB Mobile, Libby).
- Online registration and queries on library programmes.
2. Volunteer Management
- Conduct briefing for new volunteers (provide a tour of the volunteer-run space, explain and demonstrate tasks like shelfreading, shelving, straightening).
- Assist to observe on the volunteers activities and update LOs, if any tasks are done incorrectly.
- Attend to Volunteers’ feedback after each shift which may occur daily (eg. messy shelves during school holidays, feedback on other volunteer behaviour etc).
3. Other Back-end Support
- Assist in processing the following backend logistics such as handling key movements and visitor Log (deliveries of collaterals), answering calls and intercoms, monitoring of CCTV, making public announcements, monitoring and troubleshooting systems (BBS, MMS, OPAC, Tumblebooks) and receiving items for Legal Deposit.
- Handling of walk-in enquiries such as membership registration, account-related, lost and found items and issuing of collaterals for services/redemptions.
- Handling incidents such as fire alarms for example.
- Troubleshooting and replenishing of Book Bugs Dispencer Machine.
- Acknowledging/repairing of damaged items (patron insists to borrow).
- Attending to Seat Booking System feedbacks (eg. unable to check in, booked seat is taken).
- Disarm library items that has triggered the alarm at RFID Gates.
- Assist Roving Officer (eg. attending to high-level enquiries, lost child, wireless@SGx)
- Collection of membership cards (DIYREAD@Community).
- No Wrong Door policy.
- Assist patrons with directions/enquiries.
- Troubleshooting issues on patron’s devices (phones, laptops, eReader devices, patron unable to access PressReader, NLB Mobile, Libby).
- Online registration and queries on library programmes.
2. Volunteer Management
- Conduct briefing for new volunteers (provide a tour of the volunteer-run space, explain and demonstrate tasks like shelfreading, shelving, straightening).
- Assist to observe on the volunteers activities and update LOs, if any tasks are done incorrectly.
- Attend to Volunteers’ feedback after each shift which may occur daily (eg. messy shelves during school holidays, feedback on other volunteer behaviour etc).
3. Other Back-end Support
- Assist in processing the following backend logistics such as handling key movements and visitor Log (deliveries of collaterals), answering calls and intercoms, monitoring of CCTV, making public announcements, monitoring and troubleshooting systems (BBS, MMS, OPAC, Tumblebooks) and receiving items for Legal Deposit.
