Salary: S$3500
Working Days: Monday - Friday
Working Hours: Monday - Thursday 830am-6pm, Friday 830am-530pm
Location: Chinatown
Contract Period: Yearly renewable based on performance and business needs
Job Responsibilities:
The role responsibilities:
• Reports directly to the Quality Service Experience Manager (QSM)
• Responsible in providing excellent service to all customers
• Handle mailbox enquiries and resolve customers issues via email communication and personalised calls
• Ensure accuracy of data collected from the customers
• Maintain and update the survey database with proper notes indicated in the system
• Responsible for distributing enquiries and follow ups to relevant teams, stakeholders and departments
• Fulfil the service level agreement by responding to all emails within 3 working days turnaound time and ensure prompt follow up on cases
• Provides daily email summary report to the QSM
• Escalate to the QSM on challenging issues or complaints received through mailbox channels
• Work closely with inbound/outbound Project Experience managers in developing quality service operational SOPs and processes
• Analyses service quality across the contact centre and provide recommendations on ways to improve productivity and customer satisfaction to achieve highest level of service excellence
• Using various data such as contact centre daily service level, customer satisfaction, surveys data accuracy and call/complaint logs to develop strategies and techniques which enhances the overall effectiveness of the contact centre operations
• Train and guide employees to create a culture of service excellence
• Any other ad-hoc duties
Job Requirements:
- Singaporean
- 2 years and above of call centre experience providing training or audit
If interested, Whatsapp Ke Xin at 9116 8457 ( https://wa.me/91168457 ) directly.
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