Senior Customer Service Manager

1 day ago

Singapore GOOD JOB CREATIONS (SINGAPORE) PTE. LTD. Full time
Job Title: Senior Customer Service Executive

Job Summary:

We are seeking a highly skilled and experienced Senior Customer Service Executive to join our team at Good Job Creations (Singapore) PTE. LTD. The successful candidate will be responsible for leading our customer service operations, ensuring that our customers receive exceptional service and support.

Key Responsibilities:

  • Monitor and manage the call centre's performance, ensuring that Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are consistently met.
  • Validate and provide insights on call centre reports to the management team.
  • Oversee the quality of customer interactions.
  • Conduct thorough audits of the call centre's operations, identifying process and knowledge gaps.
  • Develop and execute comprehensive action plans in partnership with the vendor to address and close these 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. Utilize interaction analytics to understand customer sentiments, improve customer experience.
  • Spearhead the communication and training of the call centre team on new business initiatives, systems, policies, and processes.
  • Act as a key support to the Customer Service Manager in strategic decision-making.
  • Undertake other duties and responsibilities as assigned by the manager.

Requirements:

  • Minimum diploma holder.
  • At least 3 years of experience in a call centre environment, including supervisory experience.
  • Prior working experience from data centre required.

What We Offer:

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

How to Apply:

Please submit your application, including your resume and a cover letter, to weidy@goodjobcreations.com.sg.

We regret that only shortlisted candidates will be notified. However, rest assured that all applications will be updated to our resume bank for future opportunities.

Please refer to our Privacy Policy for more information.

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