Job Responsibilities:
- Assist in the daily operations for the call centre team.
- Coach and mentor Customer Relations Officers (CRO), providing guidance and support in handling challenging customer service issues effectively.
- Ensure CROs and Technicians are familiar with communication procedures, guidelines and policies.
- Identify customers’ needs, clarify information, and conduct necessary research to resolve issues, provide appropriate solutions and engage customer proactively.
- Analyse call centre data and prepare reports for management.
- Collaborate with SP Services regarding billing disputes, customer feedback and services failures to ensure timely resolution and customer satisfaction.
- Maintain a focus on meeting targeted service performance level and continuously work towards improvement.
- Evaluate the effectiveness and performance of CROs on annual basis, providing feedback and guidance for their development.
- Prepare work schedules to ensure sufficient manpower coverage.
Pre-requisites:
- Bachelor’s degree with a minimum of 3 years in customer service experience in a service industry, preferably Call Centres or Quality Service Management.
- Able to motivate teams to achieve service goals and contribute to management objectives through teamwork.
- Demonstrate the ability to multitask, priorities the things and manage time effectively.
- Self-starter and excellent team player
- Strong communication skills and customer focus.
- Proficient in MS Office and familiarity with CRM systems and practices will be an added advantage.
