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.
We regret to inform that only shortlisted candidates will be notified. By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOLKELLY Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at https://www.persolkelly.com.sg/policies. You acknowledge that you have read, understood, and agree with the Privacy Policy. PERSOLKELLY Singapore Pte Ltd • RCB No. 200007268E • EA License No. 01C4394• Reg EAP No. R22108443, Lim Ke Xin Michelle
