Contract Duration: 1 year contract
Salary: $4500
Location: Joo Koon
Working hours: Mon - Fri: 8.30am - 6pm
Duties and Responsibilities
You are responsible for leading a team of customer service officers to deliver efficient and consistent customer service experience, regardless of the channel customers choose to contact us. Supporting the businesses from grocery to food and membership, you will:
- Ensure adherence to Service Level Agreements (SLAs), Standard Operating Procedures (SOP) and business continuity plans, surfacing gaps and incidences timely
- Manage the performance and maintain adequate governance oversight of the activities at the outsourced contact centre. Ensure that there are monthly meetings with the vendor to discuss their performance and bridge the gaps identified by customers/branches
- Handle escalated feedback and provide appropriate solutions in a timely manner
- Collaborate with internal and external stakeholders to resolve feedback and address operational challenges
- Foster a positive work environment and motivate the team to achieve and exceed organisation’s goals
- Establish individual and team goals and review team performance for continuous development
- Work actively with Service Culture to identify training gaps and update of information in the contact centre’s SOP to improve operational efficiency and enhance customer experience
- Conduct performance appraisals and provide constructive feedback to direct reports
- Compile and analyse data for management reporting
Requirements
- Degree in any discipline with a minimum 5 years of experience in retail, e-commerce or customer service industry
- Excellent interpersonal, written and communication skills to establish good customer relationship with both internal and external stakeholders
- Highly customer service-oriented, meticulous, and resourceful
- Strong analytical and problem-solving skills with the ability to work independently
- Strong leadership and adaptable to changes in a highly dynamic work environment
Good to have
- Preferably at least 3 years of supervisory role experience with excellent leadership record
- Working knowledge in systems such as SAP or Zendesk is an advantage
Interested candidate please click "APPLY" to begin your job search journey and submit your CV directly through the official PERSOLKELLY job application platform - GO Mobile.
https://go.persolkelly.com/job/apply/3945
To ensure a faster shortlisting interview process, kindly text me at 96429153
We regret to inform that only shortlisted candidates will be notified.
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