![Singapore Airlines](https://media.trabajo.org/img/noimg.jpg)
Customer Contact Executive
2 weeks ago
Job Description
The successful candidate will part of the Customer Contact Services Department (CCSD), Customer Services & Operations (CSO) Division. He/She will be responsible for ensuring key contact center metrics and objectives are met, sustained and evaluated as necessary to continually improve contact center productivity and performance. This position is tasked with working with our outsourced providers and internal Business Units (BUs). The successful candidate will oversee, manage and improve the operations, service quality and customer satisfaction of the outsourced contact center by improving the work processes at the contact center and implementing projects to streamline operations. This role is key in driving operations and enabling our outsourced providers to deliver a best-in-class experience to our customers.
Responsibilities include:
Monitor daily / weekly / monthly performance on key operational metrics and undertake timely interventions to ensure that service-level agreements are met. Conduct Monthly/Quarterly Performance Review for vendors. Conduct needs assessments and cost/benefit analyses. Identify and evaluate technological options for improving operations and customer experience. Work with upstream BU policy owners to ensure a seamless customer experience, including servicing components to be undertaken by CCSD. Review vendor's recruitment and training plan and monitor the progress to ensure they are on track. Regular review of the training materials along with the inhouse training team to ensure they are up to date and aligned to the learning objectives. Provide guidance/advice/approval to the Operations Team for escalated cases. Work with BUs and vendor to support the new initiatives, prepare the agents by arranging briefings, training, FAQs and scripts to be provided to ensure smooth transition.Requirements
Degree in any discipline. Knowledge of call center processes and systems (e.g. workforce management, IVR) would be an advantage. Professional and technical knowledge from tracking emerging trends in contact center operations management. Experience in frontline customer service and operations management. Good interpersonal, communication, and negotiation skills. Good negotiation skills. Able to make objective judgement and timely decision. Customer centric and service oriented. Strong leadership skills and team player. Able to work in a fast paced and results oriented environment with an ablity to multi-task.-
Customer Contact Executive
1 week ago
Singapur, Singapore Singapore Airlines Full timeJob Description The successful candidate will part of the Customer Contact Services Department (CCSD), Customer Services & Operations (CSO) Division. He/She will be responsible for ensuring key contact center metrics and objectives are met, sustained and evaluated as necessary to continually improve contact center productivity and performance. This position...
-
Senior Officer, Customer Service, Contact Center
3 months ago
Singapur, Singapore United Overseas Bank Full timeSenior Officer, Customer Service, Contact Center Posting Date: 23-May-2023 Location: Singapore Company: 3677 About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate...
-
Senior Officer, Customer Service, Contact Centre
3 months ago
Singapur, Singapore United Overseas Bank Full timeSenior Officer, Customer Service, Contact Centre Posting Date: 09-May-2023 Location: Alexandra (City Area), Singapore, 048624 Company: United Overseas Bank Ltd About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific,...
-
Senior Officer, Customer Service, Contact Centre
3 months ago
Singapur, Singapore United Overseas Bank Full timeSenior Officer, Customer Service, Contact Centre Posting Date: 01-Jun-2023 Location: Singapore (City Area), Singapore, 048624 Company: United Overseas Bank Ltd About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific,...
-
Senior Officer, Customer Service, Contact Center
2 weeks ago
Singapur, Singapore United Overseas Bank Full timeSenior Officer, Customer Service, Contact Center Posting Date: 23-May-2023 Location: Singapore Company: 3677 About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our...
-
Senior Officer, Customer Service, Contact Centre
4 weeks ago
Singapur, Singapore United Overseas Bank Full timeSenior Officer, Customer Service, Contact Centre Posting Date: 09-May-2023 Location: Alexandra (City Area), Singapore, 048624 Company: United Overseas Bank Ltd About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific,...
-
Senior Officer, Customer Service, Contact Center
4 weeks ago
Singapur, Singapore United Overseas Bank Full timeSenior Officer, Customer Service, Contact Center Posting Date: 23-May-2023 Location: Singapore Company: 3677 About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate...
-
Senior Officer, Customer Service, Contact Centre
4 weeks ago
Singapur, Singapore United Overseas Bank Full timeSenior Officer, Customer Service, Contact Centre Posting Date: 01-Jun-2023 Location: Singapore (City Area), Singapore, 048624 Company: United Overseas Bank Ltd About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific,...
-
Customer Contact Services
1 month ago
Singapur, Singapore Singapore Airlines Full timeJob DescriptionThe successful candidate will join the Customer Contact Services department and be part of the dynamic team that provides reservations support and member services to our customers. The candidate will undergo a month of training in reservations and customer relationship systems to deliver our service excellence commitment to our customers. Key...
-
Management and Program Assistant
2 months ago
Singapur, Singapore Vet Customer Experience (VCE) Full timeSummary The Veterans Experience Office (VEO) is focused on creating a Veteran-centered VA. This position is located in the Enterprise Business Intelligence Service under the Enterprise Contact Center Operations Division. The incumbent will assist in maintaining, monitoring, and executing administrative functions and needs at each call center. Providing...
-
Management and Program Assistant
4 weeks ago
Singapur, Singapore Vet Customer Experience (VCE) Full timeSummary The Veterans Experience Office (VEO) is focused on creating a Veteran-centered VA. This position is located in the Enterprise Business Intelligence Service under the Enterprise Contact Center Operations Division. The incumbent will assist in maintaining, monitoring, and executing administrative functions and needs at each call center. Providing...
-
Manager, Customer Interaction, Contact Center
2 months ago
Singapur, Singapore United Overseas Bank Full timeManager, Customer Interaction, Contact Center Posting Date: 08-May-2023 Location: Alexandra (City Area), Singapore, 048624 Company: United Overseas Bank Ltd About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific,...
-
Manager, Customer Interaction, Contact Center
4 weeks ago
Singapur, Singapore United Overseas Bank Full timeManager, Customer Interaction, Contact Center Posting Date: 08-May-2023 Location: Alexandra (City Area), Singapore, 048624 Company: United Overseas Bank Ltd About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific,...
-
Customer Care Officer
1 month ago
Singapur, Singapore SP Group Full timeSP Group is a leading utilities group in the Asia Pacific, empowering the future of energy with low-carbon, smart energy solutions for its customers. It owns and operates electricity and gas transmission and distribution businesses in Singapore and Australia, and sustainable energy solutions in Singapore and China. We believe in investing in our people, to...
-
Customer Care Officer
4 weeks ago
Singapur, Singapore SP Group Full timeSP Group is a leading utilities group in the Asia Pacific, empowering the future of energy with low-carbon, smart energy solutions for its customers. It owns and operates electricity and gas transmission and distribution businesses in Singapore and Australia, and sustainable energy solutions in Singapore and China. We believe in investing in our people, to...
-
Executive, Customer Support
2 weeks ago
Singapur, Singapore ST Engineering Full timeTitle: Executive, Customer Support Job ID: Location: Aero - West Camp Road, SG Description: Overview: The job requires the executive to handle service requests from airlines and customers via incoming Calls, Emails, and Customer Portal. Executive will be required to work 12-hour rotating shifts to support the 24/7 contact center operations in...
-
Executive, Customer Support
4 weeks ago
Singapur, Singapore ST Engineering Full timeTitle: Executive, Customer Support Job ID: Location: Aero - West Camp Road, SG Description: Overview: The job requires the executive to handle service requests from airlines and customers via incoming Calls, Emails, and Customer Portal. Executive will be required to work 12-hour rotating shifts to support the 24/7 contact center operations in...
-
Singapur, Singapore National University Health System Pte. Ltd. Full timeSenior / Customer Service Associate, Group Contact CentreAs part of Group Contact Centre, the Senior / Customer Service Associate's key role is to provide Contact Centre services, such as handling of general enquiries, appointment scheduling requests, to patients and the public. You are expected to work in a fast-paced environment and be challenged with...
-
Head of Contact Center
1 month ago
Singapur, Singapore Dyson Full timeAbout the Role We are seeking an experienced Head of Contact Centre and Repairs to join our team. In this role, you will be responsible for defining, developing and driving the transformation of global customer service and repairs operations. Your expertise will play a critical role in ensuring the regional service team adapts to the global strategy,...
-
Head of Contact Center
4 weeks ago
Singapur, Singapore Dyson Full timeAbout the Role We are seeking an experienced Head of Contact Centre and Repairs to join our team. In this role, you will be responsible for defining, developing and driving the transformation of global customer service and repairs operations. Your expertise will play a critical role in ensuring the regional service team adapts to the global strategy,...