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Client Relations Centre Team Leader | Luxury Timepieces | 5 Days

4 months ago

Singapore TDCX (SG) PTE. LTD Full time
  • Manage daily operation, roster planning of the team, monthly commission, and incentive submission.
  • Identify opportunities and challenges of team members in achieving commercial and service targets by working closely with Clients Relations Centre Manager to provide training needs as required.
  • Ensure efficient communication and escalation of cases across teams/departments/brands.
  • Attend regular meetings to share CRC updates, operational feedback and conduct bi-monthly CRC performance review with stakeholders.
  • Responsible for consolidating reports based on pre-determined KPI’s, analysis, highlighting all anomalies and insights, with an executive summary to Client Relations Centre Manager and stakeholders.
  • Manage, coach and evaluate team members’ performance by monitoring quality of calls, e-mails chats, and contacts records to uphold SLA target and client satisfaction.
  • Assist Clients Relations Centre Manager on other tasks and duties as and when necessary.
  • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Quality Management System.
  • Requirements:
  • Candidate must possess at least a Diploma, Bachelor’s Degree, Professional Degree in Media/ Marketing will be added advantage.
  • Preferably with 2 years of team managing experience in luxury (retail) or hospitality experience is ideal for this position.
  • Experience in spearheading client centricity with commercial and sales targets.
  • Highly self-motivated, energetic, team player, proactive and sales driven with a positive attitude
  • Comfortable working with computers and multiple systems; MS Office, Salesforce, SAP and CRM are a plus
  • Flexibility with working in shifts, working on weekend and public holidays if required.
  • Excellent verbal and written communication skills in English and the language of the supporting market.