Customer Experience Excellence Specialist
3 weeks ago
About HAI LECK ENGINEERING (PRIVATE) LIMITED
We are a leading engineering company in the region, committed to delivering exceptional customer experiences.
Job Title: Customer Experience Excellence Specialist
Location: Kallang, Central Region
Salary Range: SGD 6,000 - 9,000 per month
Job Description:
The ideal candidate will have at least 3 years of experience in customer service related fields or call centre environments. We value strong communication skills, both written and verbal, as well as experience in quality assurance or similar capacities.
Key Responsibilities:
- Conduct training for new staff on product knowledge.
- Perform quality audits on customer transactions, monitoring phone calls, emails, web chats, data entry, and other transactions handled by call centre representatives.
- Align, review, and improve internal quality standards and procedures.
- Conduct training for Team Leaders on transaction monitoring.
- Calibrate transaction monitoring with assessors.
- Supervise transaction monitoring.
- Design and implement quality processes jointly with relevant business units.
- Recommend appropriate training, tools, and develop methods to ensure superior level of service delivered by the call centre.
- Perform checks on the efficiency and effectiveness of quality processes.
- Analyse data relating to quality audits, customer feedback, and work with relevant business units to improve service quality.
- Perform root cause analysis and recommend changes/enhancement for continuous improvement.
- Align internal service standards with industry benchmarks.
- Increase staff recognition through various national and industry certification programmes and company reward and recognition programme.
- Enhance service excellence by recommending and implementing national and international quality frameworks in the organization.
- Administer Customer Feedback procedures of the company.
- Conduct Internal Quality Audits in compliance with ISO.
Requirements:
- At least 3 years of experience in customer service related field or call centre environment.
- Candidate with ACTA/ACLP will be an added advantage.
- Demonstrate clear and effective communication, both written and verbal.
- Experience in quality assurance or similar capacity.
Benefits:
As a valued member of our team, you can expect:
- A competitive salary range of SGD 6,000 - 9,000 per month.
- Ongoing training and development opportunities.
- A dynamic and supportive work environment.
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