Contact Centre Manager, APAC (Central) - MNC

Location Singapore, Singapore
Job reference Exp-HCLS_1562317616
Salary Basic + AWS
Consultant name Alexis Bo Zhuang Mian
Consultant email alexis.bo@experis.com.sg
Consultant contact no. 65515307
EA License No. 02C3423
Consultant Registration No. R1872731

Essential responsibilities:

  • Manage the central support teams in APAC headquarters
  • Oversees customer support and technical support, any other customer facing support operations post sales.
  • Ensure a high quality service level is achieved at all times, develop and fulfill all KPIs

Responsibilities:

  • Supervises development of established script and calling strategies.
  • Develops call-handling procedures.
  • Coordinates customer support with other departments, such as order processing marketing, training & sales.
  • Provides planning and controlling development of the technical support and service needs.
  • Evaluates customer support and field service quality to ensure customer requirements are met.
  • Drive, establish and continually improve clear processes and training programs for customer facing support teams to ensure they can effectively support customers.
  • Establish KPIs and SLAs related to customer support (phone and tickets) and use them to drive performance across the region.
  • Drive continual improvements and corrective actions within local customer care teams with a focus on improving the customer experience and maintaining Service Level Agreements.
  • Monitor and act on Customer feedback (NPS/Complaints/CSAT) where appropriate
  • Ensure customer complaints are handled effectively, and root causes of issues are addressed.

Requirements:

  • Minimum 6 years of experience in similar functions
  • Proficiency in CRM tools is necessary
  • Experience in managing technical contact center team is required
  • Willing to travel for 25-30% of the time

Interested applicants please send your applications to alexis.bo@experis.com.sg

Bo Zhuang Mian

R1872731

Manpower Staffing Services (S) Pte Ltd

02C3423

Alexis, Zhuang Mian Bo EA License No.: 02C3423 Personnel Registration No.: R1872731