Customer Service Lead
2 weeks ago
- 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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