Contact Centre Excellence Manager

2 days ago

Singapore beBeeCustomer Full time
Job Description

Our team seeks an experienced professional to fill the position of Contact Centre Manager. This individual will be responsible for reviewing and assessing escalations from our inbound department, ensuring timely resolution of customer issues, and maintaining high-quality escalation processes.

The ideal candidate will have a strong background in contact centre operations, excellent communication skills, and the ability to influence and persuade various stakeholders. They must also possess good written and spoken English language skills, as well as strong problem-solving abilities.

This role is perfect for individuals who are passionate about delivering exceptional customer service and are looking for a challenging opportunity to grow their career.

Responsibilities:

  • Review and assess escalations from the inbound department to ensure timely resolution of customer issues
  • Ensure the validity of each escalation prior to escalating it out to other business units
  • Liaise with various stakeholders to acknowledge, follow-up on actions, and resolve customer requests promptly
  • Monitor adherence to rules, regulations, and procedures, and escalate to senior management when necessary
  • Handle complaints and ensure all callbacks are completed within the promised timeline
  • Work with various teams to identify, recommend, and support the implementation of initiatives to improve contact centre processes

Requirements:

  • Minimum 2 years of experience in a universally trained officer/manager role in a contact centre
  • Good knowledge of banking cards process, products, and systems
  • Excellent written and spoken English language skills, with the ability to influence and persuade various stakeholders
  • Possess strong interpersonal skills, resourcefulness, and the ability to work independently and as part of a team
  • A strong customer service mindset with good communication and problem-solving skills

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