Immediate till 31 August 2025
5 days work week across Monday to Sunday
Up to 44 hours per week (8/30am - 6pm / 12.30pm - 9.30pm)
• Support Project Manager in attaining holistic objectives of the assigned surveys.
• Lead a team of Survey Officers to achieve service levels for assigned surveys within timeline.
• Ensuring the team attains their daily Key Performance Indicators (KPIs).
• To be the subject matter expert for assigned surveys.
• Handle incoming hotline and mailbox enquiries to resolve respondents’ issues if needed.
• Ensure survey data are accurately keyed into the system via audits.
• Handle escalations/complaints cases via service recovery calls.
• Assist Quality Service Manager in escalations/complaints via incident reporting, findings, and future
preventive measures.
• Conduct field visits with junior team members for survey collection.
• Conduct call audits to ensure compliance to call scripts, professionalism, and service excellence.
• Continuous improvement in standards and quality of the team via coaching efforts.
• Goals setting and conducting year-end appraisals.
Requirements:
• Minimum Diploma or equivalent.
• Equipped with work experience in survey operations, sales, or customer service role.
• Possessed at least 2-3 years’ experience in supervisory position.
• Those without the academic qualifications will be considered with relevant work experience.
• Applicants with call center background, direct sales and customer fronting will be advantageous.
• Able to handle escalations and complaints proficiently to de-escalate these cases.
• Proficient in Microsoft Excel, PowerPoint, Word. and internet usage.
• Able to communicate effectively with internal and external stakeholders.
• Selected applicants are required to complete a training course and passed the assessment test before
being deployed to operations.
• Only Singaporeans may apply.
Interested candidates, please click on the following link to begin your job search journey and submit your curriculum vitae (CV) directly through the official PERSOLKELLY job application platform - GO. https://sg.go.persolkelly.com/job/apply/10247
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