- Location: Commonwealth
- Salary: Up to $6000
- Do note that this is a highly renewable 12 months contract
Responsibilities:
- Assist Helpdesk manager in managing day to day operation of Helpdesk
- Assist Helpdesk manager in managing client on the daily reporting
- Work with trainers and QA to ensure agents are appropriately trained, coached and evaluated
- nsure team members’ compliance in operations policies and processes
- Provide the necessary leadership/guidance to team members to achieve Contract SLA.
- Lead, motivate and supervise agents to ensure that Customers’ requests are answered promptly, of consistent quality, and in accordance to stipulated performance standards
- Coach and appraise Agents on their daily tasks and achievement of individual and departmental KPIs
- Conduct regular huddles / meetings with agents to ensure that they are kept informed about ongoing changes and updates (eg share important updates like survey participation rate, calls handled the previous day, unique cases so agents are kept updated)
- Evaluate and resolve customer’s complaint and ensure that they are dealt with expeditiously and satisfactorily, reporting service failures to source and making recommendations to prevent recurrence.
- Promptly alert and escalate potential issues to ensure minimum disruptions to Helpdesk
- Work closely with the Helpdesk Manager to communicate, implement and co-ordinate company policies and procedures to agents and ensure compliance
- Provide regular staff engagement including but not limited to Daily Operations Floor Meeting,
- Monthly 1:1 coaching session with team members; Quarterly team bonding session
- To take over level 1 escalation from agents. To call user to resolve the issue for user.
- Live and inspire agents to live the corporate values, contributing to the success of company culture
Requirements:
- Degree or diploma in any discipline.
- 3 to 5 years of work experience in the related field is preferred for this position.
- 3+ years of leadership experience directly managing others
- Must be a strong communicator with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar, and articulation).
- Strong leadership skills, good knowledge and understanding of top-class customer experience.
- Passionate about how customer service can contribute to the success of any businesses.
- Proactive and positive in resolving issues.
- Experience with performance metrics
- Excellent written and verbal communication and interpersonal skills to coach, train and assist team members
HOW TO APPLY:
Interested applicants, please submit your updated resume in PDF/MS Word format to [email protected]
Please state your availability, current & expected salaries for processing purpose.
All applications will be treated in the strictest confidence.
We regret that only shortlisted candidates will be notified.
Tay Bi Hui Avery
Reg no: R23112677
EPS Consultants
95C5630
