Customer Experience Leader

2 days ago


Singapore PERSOLKELLY SINGAPORE PTE. LTD. Full time

PERSOLKELLY SINGAPORE PTE. LTD.

Job Title: Senior Customer Service Manager

We are seeking a highly skilled and experienced Senior Customer Service Manager to lead our local and overseas customer service teams in delivering exceptional customer experiences. The successful candidate will be responsible for managing day-to-day performance, resolving client complaints, and improving customer service standards.

Key Responsibilities:
  • Team Management: Lead and manage the performance of customer service teams, ensuring high-quality service delivery and meeting customer expectations.
  • Client Resolution: Handle and resolve client complaints, inquiries, and feedback in a timely and professional manner.
  • Service Improvement: Identify areas for improvement and develop strategies to enhance customer service experiences, drive engagement, and facilitate organic growth.
  • Process Development: Develop and maintain customer service procedures, policies, and standards to ensure consistency and effectiveness.

Requirements:

  • Education: Bachelor's degree in any related field.
  • Experience: At least 8 years of customer service experience, with a minimum of 4 years in leading teams of up to 30 agents.
  • Industry Knowledge: Experience in IT, financial services, or payment solution industries is an added advantage.
  • Skills: Proficient in Microsoft Office applications, customer service orientation, stress tolerance, problem analysis, and problem-solving skills.
  • Interpersonal Skills: Effective interpersonal skills with both internal and external customers.
  • Advanced Skills: Advanced troubleshooting and multitasking skills.

Estimated Salary: $80,000 - $120,000 per annum, depending on experience and qualifications.

Benefits: We offer a competitive salary package, including bonuses, medical benefits, and opportunities for career growth and development.



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