Customer Service Manager

2 weeks ago


Singapore PEOPLE PROFILERS PTE. LTD. Full time
Job Title: Senior Customer Service

At People Profilers Pte. Ltd., we are seeking a highly skilled and experienced Senior Customer Service professional to join our team.

Key Responsibilities:
  • Collaborate with the Customer Service Manager to drive high-quality service delivery to customers.
  • Monitor and manage call centre performance, ensuring KPIs and SLAs are consistently met.
  • Implement quality improvement initiatives to enhance customer interactions.
  • Conduct thorough audits of call centre operations, identifying process and knowledge gaps.
  • Develop and execute comprehensive action plans to address and close gaps.
  • Lead the implementation, review, and streamlining of work processes, SOPs, and procedures.
  • Perform in-depth analysis of customer interactions, identifying key call drivers and trends.
  • Communicate and train the call centre team on new business initiatives, systems, policies, and processes.
Requirements:
  • Diploma with at least 3 years of CS experience in a call centre environment, leadership or supervisory experience is advantageous.
  • Strong written and verbal communication skills, with the ability to influence and collaborate effectively.
  • Strong leadership qualities with the ability to lead a team and work collaboratively in a cross-functional environment.
  • Advanced proficiency in Microsoft Excel and data analysis.
  • Demonstrated ability to identify issues, propose solutions, and drive continuous improvement in a fast-paced environment.

We offer a competitive remuneration package and a comprehensive range of benefits to successful candidates.



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