Customer Service Lead

2 weeks ago


Singapore MARIBANK SINGAPORE PRIVATE LIMITED Full time
Lead the Customer Service Team to deliver efficient and excellent customer service experience to our customers

  • Monitor and resolve escalated customer and Contact Centre issues, providing timely resolution to minimise impact to customer and employee satisfaction
  • Plan upcoming goals and improvement initiatives
  • Develop effective customer service processes, procedures and standards, including establishing performance metrics (KPIs) and service level requirements
  • Promote a supportive working environment in which employees are encouraged to solve problems and address customer concerns
  • Recruit, mentor and develop customer service team
  • Review and prepare customer service statistics for tracking and reporting purposes
  • Manage system enhancements and projects related to Customer Service
  • Coordinate with internal stakeholders to establish possible root cause and solution on customerrelated issues while managing the response time to customer

Requirements:

  • Possess Bachelor's Degree / Diploma or equivalent
  • Minimum 3 years of relevant working experience in leading a team in the Contact Centre or Customer Service setting in banking industry
  • Previous Customer Service experience is a must
  • Solid knowledge and understanding of Contact Centre technology, processes and operations
  • Good knowledge of Microsoft Office Suite (Excel, Word, PowerPoint)
  • Highly collaborative and analytical with good verbal and written communication skills
  • Demonstrated ability to execute and manage end to end projects independently
  • Highly passionate and have a high sense of responsibility and accountability
  • Comfortable working independently in a fastpaced & dynamic environment while dealing with ambiguity

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