Call Centre Assistant Manager

2 days ago

Singapore MITSUBISHI ELEVATOR (SINGAPORE) PTE. LTD. Full time
Roles & Responsibilities

Job Description

  • To manage the 24-hour call centre with the assistance of the call centre executives and be contactable in case of urgent situations.
  • Lead, manage, and motivate a team of call centre staff to achieve high levels of customer satisfaction, productivity, and performance
  • Provide ongoing coaching, feedback, and performance reviews to ensure that all staff meet or exceed service standards and take disciplinary action if required
  • Deal with escalated customer complaints, technical inquiries, and complex issues that staff are unable to resolve.
  • Monitor call volume, response times, and service quality to meet established KPI
  • Develop/amend and implement procedures for handling different types of customer inquiries, including emergency calls, service requests, and product questions
  • Ensure proper call documentation and follow-up processes are followed to track issues and resolutions.
  • Track and analyze key performance metrics, including call volume, response time, issue resolution rates, and customer satisfaction scores.
  • Prepare and present regular reports on call centre performance to section heads & senior management.
  • Develop action plans to improve performance based on data analysis, customer feedback, and team performance reviews
  • Work closely with the technical support and service teams to ensure customer issues are resolved quickly and effectively.
  • Communicate company updates, policy changes, and product/service information to the team.
  • Foster a collaborative environment within the call centre and with other departments to ensure seamless operations.
  • Identify areas where team members may need additional training or development and coordinate with the relevant sections.
  • Ensure all agents are up to date on product knowledge, safety standards, and customer service techniques.
  • Continuously improve training materials and processes to adapt to new challenges and technologies in the elevator industry.
  • Liase with store personnel for issuance of spare parts
  • Ensure emergency stocks at call centre and troubleshooting tools are accounted for and levels are sufficiently maintained
  • Perform any other duties and tasks that may be assigned from time to time to support the company’s goals and business needs. This may include, but is not limited to, assisting with special projects, contributing to team initiatives, or supporting other departments as required.

Job Requirement

  • Degree in business administration, communications, or a related field is preferred
  • Call-centre management experience is required
  • Must be conversant in English and a 2nd language
  • Excellent telephony skills with a strong customer focus
  • Fast learner (especially for service routes and SAP)
  • Ability to work well in teams
  • Leadership skills and the ability to motivate and develop staff
  • Able to maintain composure while under pressure
  • Ability to multi-task
  • Able to commence within short notice

Tell employers what skills you have

Product Knowledge
Coaching
Ability to Multitask
Troubleshooting
Data Analysis
Administration
Information Technology
Telephony
Pressure
Customer Satisfaction
Statistics
Customer Focus
Customer Service
Technical Support

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