Job description
Job Requirement:
- Possess team spirit and able to work well with others
- Able to converse and write in English, especially when speaking to customers.
- Possess team spirit and able to work well with others
- Able to converse and write in English, especially when speaking to customers.
1. Duty Officer - Customer Service backend support:
- Handling of enquiries through walk-in, and to process the following (but not withstanding) to support/address inquiries:
- Address patrons’ enquiries on library services and collection matters (e.g., direction, OPAC, locating books/items, gated gantry, loans promotion, etc.)
- Membership Registration (Babies can be member too, children age <7 years, foreign membership, printing of membership card)
- Handle accounts-related inquiries (e.g. fines dispute/waiver, accounts verification, checking lost price, claim returned, printing of receipt for patrons who insist on receipts, reset library membership ID, MMS access code, manual issuance of library items if system offline, consent to lift block)
- Handle lost and Found Items (e.g. collection of compliant cards, personal items, collection of school books)
- Issuing of Collaterals for Services and/or Redemption
- Handling of incidents, fire alarms (when activated)
- Attend to inquiries on seat booking system
- Disarm alarm triggered items
- Assist Roving Officer (e.g. attending to high enquiries, lost child, patrons’ queries with internet connection)
- Execute No Wrong Door policy
- Troubleshoot issues on patron’s devices (pertaining to library apps and services)
2. Volunteer Management
- Provide support to branch operations in maintaining volunteer services and engagement
- Manage and monitor volunteers for volunteer-run section (Adult Zone), Hydroponics Showcase and other volunteer opportunities
- Conduct briefing to new volunteers (manual guides are provided)
- Track volunteers’ activities, input results, and update branch staff and manager on progress/issues faced.
- Draft and send email or information to volunteers
- Draft and submit information on volunteer events
- Check and approve volunteer sign-ups weekly
- Print attendance forms, track attendance and input volunteering hours into portal
- Brainstorm improvements for smooth processes
3. Collection maintenance
- Assist with weeding of items
- Assist with organization of collection in storage areas
4. Other Back-end and Operational Support
- Carry out housekeeping and roving as per rostered duty
- Handle key movements, Visitor Log,
- Handle deliveries (e.g. receive items at branch) and dispatch
- Answering calls and intercoms
- Monitor CCTV as per rostered duty or whenever required
- Assist fellow colleagues and service staff in addressing patrons enquiries on library services and collection matters whenever help is needed (e.g. direction, OPAC, locating books/items, gated gantry, platform lift, etc.)
- Make public announcements when required
- Report, monitor and troubleshoot systems (BBS, MMS, OPAC, Story Pods, Printer services, Shelfreading robot, autosorter, etc.)
- Handle items received for Legal Deposit
- Report and monitor facilities issues and other faults
- Assist with organization of items in storage areas
- Assist and support any other operational matters to ensure smooth running of the library facilities and services
- Handling of enquiries through walk-in, and to process the following (but not withstanding) to support/address inquiries:
- Address patrons’ enquiries on library services and collection matters (e.g., direction, OPAC, locating books/items, gated gantry, loans promotion, etc.)
- Membership Registration (Babies can be member too, children age <7 years, foreign membership, printing of membership card)
- Handle accounts-related inquiries (e.g. fines dispute/waiver, accounts verification, checking lost price, claim returned, printing of receipt for patrons who insist on receipts, reset library membership ID, MMS access code, manual issuance of library items if system offline, consent to lift block)
- Handle lost and Found Items (e.g. collection of compliant cards, personal items, collection of school books)
- Issuing of Collaterals for Services and/or Redemption
- Handling of incidents, fire alarms (when activated)
- Attend to inquiries on seat booking system
- Disarm alarm triggered items
- Assist Roving Officer (e.g. attending to high enquiries, lost child, patrons’ queries with internet connection)
- Execute No Wrong Door policy
- Troubleshoot issues on patron’s devices (pertaining to library apps and services)
2. Volunteer Management
- Provide support to branch operations in maintaining volunteer services and engagement
- Manage and monitor volunteers for volunteer-run section (Adult Zone), Hydroponics Showcase and other volunteer opportunities
- Conduct briefing to new volunteers (manual guides are provided)
- Track volunteers’ activities, input results, and update branch staff and manager on progress/issues faced.
- Draft and send email or information to volunteers
- Draft and submit information on volunteer events
- Check and approve volunteer sign-ups weekly
- Print attendance forms, track attendance and input volunteering hours into portal
- Brainstorm improvements for smooth processes
3. Collection maintenance
- Assist with weeding of items
- Assist with organization of collection in storage areas
4. Other Back-end and Operational Support
- Carry out housekeeping and roving as per rostered duty
- Handle key movements, Visitor Log,
- Handle deliveries (e.g. receive items at branch) and dispatch
- Answering calls and intercoms
- Monitor CCTV as per rostered duty or whenever required
- Assist fellow colleagues and service staff in addressing patrons enquiries on library services and collection matters whenever help is needed (e.g. direction, OPAC, locating books/items, gated gantry, platform lift, etc.)
- Make public announcements when required
- Report, monitor and troubleshoot systems (BBS, MMS, OPAC, Story Pods, Printer services, Shelfreading robot, autosorter, etc.)
- Handle items received for Legal Deposit
- Report and monitor facilities issues and other faults
- Assist with organization of items in storage areas
- Assist and support any other operational matters to ensure smooth running of the library facilities and services
