Job Responsibilities and Duties
- Hiring, training, coaching and leading the team of customer service officers to provide excellent service to customer via multiple channels
- Leading team meetings, conducting one-to-one session to better understand problems and needs of individual staff then formulating plans that help enhance individual officers performance
- Establishing team and individual KPIs to evaluate and manage staff performance to achieve desired individual service level
- Identifying skill gaps and planning/conducting training as and when needed
- Resolution of customer feedback, requests and complaints that cannot be handled by junior customer service officers
- Ensure optimized manpower through leave rostering and recruitment
- Working with other departments to ensure customers’ needs are fulfilled timely and efficiently
- Regular review of work flow and process to ensure smooth daily operations
- Driving sales by training and delegating tele-sales activities and conducting analysis of post-sales promotions efforts
- Preparing reports that analyse productivity of individual and overall customer team to drive continuous improvement of processes leading to higher customer satisfaction
- Other routine administrative duties such as report of new customer creation, monthly update of item status, price change update and related duties
Job Requirements
- Keen eye for details
- Able to work well under pressure in a fast pace environment
- Customer focused and service oriented
- Result driven and experienced in change management
- Strong in team leadership and work prioritization
- Advance knowledge of Microsoft Office, including excel use of pivot tables and lookup functions
