Your job involves leading a team of customer service staff to ensure everyone gets great service, no matter how they contact us. You'll support different parts of our business, like groceries, food, and memberships. Here's what you'll do:
- Make sure everyone follows the rules and plans we've set for how we help customers. If there are problems, you'll find them quickly.
- Keep an eye on how well the outside customer service team is doing. We'll meet with them every month to talk about how they're doing and fix any problems customers or our branches have.
- Handle serious complaints and find the best solutions fast.
- Work with different teams inside and outside the company to solve problems and make things better.
- Make sure everyone in the team feels good about their work and helps them do their best to reach our goals.
- Set goals for each person and the team, and help them get better at their jobs.
- Work with the training team to find out what we need to learn more about and make our ways of working better so customers are happier.
- Evaluate how well each person is doing and help them get better.
- Collect and study information to tell the bosses how things are going.
Requirements:
- Degree in any discipline
- Minimum 5 years of experience in retail, e-commerce or customer service industry
- Preferably at least 3 years of supervisory role experience
- Working knowledge in systems such as SAP or Zendesk is an advantage
Other information:
- Contract period: 1 year
- Basic salary: up to $4.5k per month
- Location: Fairprice Hub, Joo Koon
- Office hours 8.30am - 6pm, Mon - Fri. But may need to standby on weekends for operations
**We regret that only shortlisted candidates will be notified**
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