What you will be working on
Reporting to the Principal Manager or Team Lead, the Manager will be responsible for the following:
Service Operations
- Support the supervision on the operations which is managed by an outsourced vendor.
- Monitor and verify KPI achievements and ensure that necessary remedial actions are carried out promptly.
- Manage knowledge transfer activities to Customer Service Officers (CSO) and coordinate briefings and trainings conducted by Divisions
- Propose and implement SOPs to improve efficiency, quality and performance consistency.
- Support officers to achieve timely resolution of cases.
- Manage case investigations and review findings on complaints/feedback related to service and quality.
- Ensure prompt service recovery measures are carried out and propose corrective actions to meet quality requirements.
- Facilitate and maintain IT system access rights requests for new officers.
Case Management and Reports
- Triage complex cases among divisions and ensure timely case resolution.
- Manage case investigations and prepare incident report / review findings on complaints/feedback. Manage complicated cases and attend to customers’ feedback.
- Collate and track data/ information/ statistics for regular reports.
Knowledge Management
- Work with Divisions to improve the contents on Service Portal to ensure clarity, accuracy, and completeness of contents.
- Update the Case Categorisation Matrix due to new or changes to programmes/initiatives work with divisions to develop relevant knowledge articles
What we are looking for
- At least 3 years of relevant work experience in service delivery operations and customer service
- Proficient in Microsoft Excel and other tools to perform data analysis and prepare reports
- Possess effective interpersonal and stakeholder engagement skills, and is customer-centric
- Meticulous and attentive to details.
Should you be interested in this position, please contact Juliana at 9230 6374 your resume directly for fast respond.
We regret to inform that only shortlisted candidates will be notified.
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PERSOLKELLY Singapore Pte Ltd • RCB No. 200007268E • EA License No. 01C4394• Reg. R1879595 Juliana Lin Yuzhen
