Customer Service Manager, Up $7K
Duration: 1 Year Renewable Contract
Working Hours: Mon - Fri: 9.00AM to 6.00PM
Work Location: Central
Responsibilities:
- Reports to the Project Director supporting in attaining holistic Service Levels for various assigned matrices.
- Manage a team to achieve operational objectives through workforce planning, setting Key Performance Indicators (KPIs), execution, and contingencies.
- Provie strategic plans to synergize mailboxes and escalation management to attain timely and professional deliveries with articulacy.
- Plays a pivotal role to work with the various survey managers to drive quality standards and service excellence throughout inbound and outbound workforce.
- Align objectives and setting expectations with Stakeholders on realistic Service Levels versus email volume, timeframe, and other correlating factors.
- Handle internal and external escalations via investigations, incident reporting, findings and providing de-escalation solutions.
- Perform service recovery calls/emails as needed for de-escalation.
- Determining call quality and standards via call audits and calibrations.
- Evaluate and improve current email templates for continuous improvement.
- Ensure team is fully utilized during lull period by initiatives to support continuous productivity.
- Timely reporting to management team and stakeholders
- Conduct coaching and mentoring to the team to improve knowledge, skills and attitudes.
- Conduct year-end appraisals and identifying talents for retention and recognition with Talent Management team.
- Perform other adhoc duties as assigned.
Requirements:
- Possess a degree in related fields.
- Equipped with at least 5 to 7 years in quality service experience with 2 years of managerial expertise.
- Call centers, statistical and/or large data processing background will be advantageous.
- Proficient in MS Word, Excel, and PowerPoint due to intensities of reporting and communication plans.
- Selected applicants are required to complete a training course and passed the assessment test before being deployed to operations.
Interested candidate please click "APPLY" to begin your job search journey and submit your CV directly through the official PERSOLKELLY job application platform - GO Mobile.
https://go.persolkelly.com/job/apply/9831
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