Senior Customer Experience Lead

2 days ago


Singapore PERSOLKELLY SINGAPORE PTE. LTD. Full time
Job Overview

The ideal candidate will be a seasoned leader with a passion for driving customer satisfaction and survey excellence. As a Senior Customer Experience Lead, you will oversee a team of Survey Officers to achieve service levels for assigned surveys within timelines.

Key Responsibilities:
• Collaborate with the Project Manager to ensure holistic objectives of assigned surveys are attained.
• Develop and implement strategies to improve customer satisfaction and survey quality.
• Conduct call audits to ensure compliance to call scripts, professionalism, and service excellence.
• Identify areas for improvement and develop corrective action plans to enhance survey operations.
• Foster a culture of continuous learning and development among team members.

Requirements:
• Minimum Diploma or equivalent in a relevant field.
• At least 2-3 years of experience in supervisory roles, preferably in survey operations or customer service.
• Proven track record of achieving high customer satisfaction ratings and improving survey quality.
• Strong leadership and communication skills to motivate and guide team members.
• Proficient in Microsoft Excel, PowerPoint, Word, and internet usage.
• Ability to work effectively in a fast-paced environment and meet deadlines.
• Selected applicants will undergo a training course and assessment test before being deployed to operations.

Compensation Package:
• Salary: SGD $4,200 - $5,000 per month (dependent on experience)
• Opportunities for career growth and professional development
• A dynamic and supportive work environment
• Recognition and rewards for outstanding performance


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