Working Days/Hours: Monday - Friday; 830am – 6pm
Location: Chinatown
Contract till 31 Dec 2025
Job Description:
- 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
Please contact Terence at +65 9645 4048 your resume directly for fast response.
By sending us your personal data and CV, you are deemed to consent to PERSOLKELLY Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for account creation in GO and the purposes set out in the Privacy Policy https://www.persolkelly.com.sg/policies. You acknowledge that you have read, understood, and agree with GO’s Terms of Use https://go.persolkelly.com/Tac and the Privacy Policy. If you wish to withdraw your consent, please email us at [email protected]. Please feel free to contact us if you have any queries.
PERSOLKELLY Singapore Pte Ltd • RCB No. 200007268E • EA License No. 01C4394• Reg. R23116141 Le Cong Thang
