Customer Service Lead
6 days ago
Key Responsibilities:
- Respond to all enquiries (calls, emails, walk-ins) accurately and promptly, following SOPs, policies, and procedures.
- Ensure timely and correct escalation or resolution of urgent cases.
- Handle appeals and complaints swiftly and accurately.
- Monitor and record all enquiries for accurate reporting.
- Maintain the customer service and related systems in optimal condition.
- Collate and review data for management reporting.
- Review and improve existing SOPs, procedures, and documentation for efficiency.
- Oversee daily team operations and task completion.
- Report to and assist the Head of Training Administration and Operations as needed.
- Develop and mentor team members.
- Undertake additional tasks and ad-hoc projects as required.
Qualities We Value:
- Experience in a similar industry and knowledge of training grants (PSEA, UTAP, SFC) is preferred.
- Strong leadership and management skills, with proven leadership experience.
- Customer service-oriented with excellent communication and collaboration skills.
- Proficient in data and trend analysis, problem-solving, and analytical skills.
- Ability to adapt to evolving technologies and industry best practices.
- Strong drive for change and continuous improvement.
(EA Reg No: 20C0312)
Please email a copy of your detailed resume to qianyu@talentsis.com.sg for immediate processing.
Only shortlisted candidates will be notified.
Tell employers what skills you haveCRM
Coaching
Management Skills
Leadership
Microsoft Office
Microsoft Excel
Analytical Skills
Customer Experience
Customer Interaction
Customer Support
Interpersonal Skills
Customer Loyalty
Task Completion
Administration
Trend Analysis
Grants
Appeals
Customer Satisfaction
Customer Service
Customer Services
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