Location: Novena/Clarke Quay
- Lead a team of Customer Experience Officers to achieve KPI
- Respond to survey enquiries via inbound calls and emails
- Conduct survey interviews via outbound calls
- Reach out to the respondents to assist them to complete the survey
- Ensure that the given KPI are being met based on the project timeline
- Assess work performance of officers and identify areas that need improvement
- Organize workflow and ensure that officers understand their duties and delegated tasks
- Set goals for KPI and deadlines in accordance to the project timeline to ensure project’s success
- Provide fair, constructive, and timely feedback towards performance expectations and goals
- Manage escalated cases and maintain public relations including any complaints
- Provide assistance, guidance, and coaching support to officers to meet KPI
- Monitor and provide project status report to manager
- Ensure officers understand the survey objectives
- Ensure officers compile, record, input survey returns and data accurately into the system
- Ensure officers conduct verification to ensure completeness and accuracy of data collected
Requirements:
- Only Singaporean might apply
- Travel in Singapore to do surveys
- Mandarin speaking is required to liaise with Chinese MNC companies to do surveys
- Proficient in Excel to do reports
- At least 2 years of working experience as Team Lead in Call Center environment.
Please contact Terence at +65 9645 4048 your resume directly for fast response.
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