Responsibilities:

• Lead the team to effectively and efficiently respond to customer inquiries, requests and complaints received via phone, e-mail or mail to achieve customer satisfaction
• Lead projects or activities (including Customer Excellence CX Surveys) designed to improve customer satisfaction and business performance
• Manage customer escalations and follow up for prompt resolutions and customer satisfaction
• Establish work objectives, implementation plan and process related SOP, and review periodically for continuous improvement
• Perform quality control audits to ensure accuracy of all records required
• Assign team members to the various operations and coach/train them to perform duties in accordance with established methods and procedures
• Set up team performance assessment KPI and monitoring dashboard
• Review team member's work for accuracy and efficiency, and ensure their competence through training and development.
• Compile data and provide Sales Operations Manager with periodical reports/updates (for instance, complaints/performance related) with proposal on related preventive actions/improvement measures
• Analyse statistics and other data to determine the level of customer service performance achieved by the team and provide them the resources needed to reach their goals
• Assist in/collaborate with relevant stakeholders in the development of new programs and changes to existing programs to improve existing methods and procedures for the purpose of eventually improving customer experience

Requirements:

• Minimum 5 years experience in a customer service supervisory role
• Experience in SEA is a plus
• Flexible and adaptable to changes and process improvement

Interested applicants please send your resume 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

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