- Lead a customer service team across multiple channels within the retail and membership sectors, ensuring consistent, efficient service delivery.
- Ensure compliance with Service Level Agreements (SLAs), Standard Operating Procedures (SOP), and business continuity plans, promptly addressing any gaps or incidents.
- Oversee outsourced contact center activities, conducting regular performance reviews with vendors to enhance service quality.
- Handle escalated feedback promptly, providing effective resolutions.
- Collaborate with internal and external stakeholders to resolve issues and operational hurdles.
- Foster a positive team environment, motivating achievement aligned with organizational objectives.
- Set and review individual/team goals, fostering continuous development.
- Collaborate with the Service Culture team to identify training needs, updating SOPs for improved efficiency and enhanced customer experiences.
- Conduct performance appraisals and offer constructive feedback to team members.
- Compile and analyze data for managerial reporting.
Requirements:
- Hold a Degree in any discipline with a minimum of 5 years' experience in retail, e-commerce, or customer service.
- Ideally, have at least 3 years of supervisory experience with a proven leadership track record.
- Familiarity with systems like SAP or Zendesk is advantageous.
Other Details:
- Work Location: Joo Koon
- Contract: 1 year
**We regret that only shortlisted candidates will be notified**
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