Contact Center Excellence Professional

1 week ago

Singapore beBeeCustomerService Full time $80,000 - $120,000
Job Title: Service Quality Contact Center Manager">

Job Description:

As a key member of the contact center team, you will play a crucial role in ensuring exceptional customer service and resolving complex customer issues in a timely manner.

You will be responsible for reviewing and assessing escalations from other departments to identify, liaise, and resolve customer issues promptly. This includes ensuring the validity of each escalation prior to escalating it out to other teams and maintaining the quality of escalation.

You will work closely with business units and stakeholders to acknowledge, follow up on actions/feedback requested by customers through various contact center touchpoints, and contact customers to resolve requests/feedback promptly within established service turnaround times.

Additionally, you will monitor adherence to rules, regulations, and procedures, and escalate to senior management when required. You will handle complaints and ensure all callbacks to address customers' issues are completed within the timeline promised to or requested by the customer.

You will work with business units and stakeholders or within the contact center to identify, recommend, and support the implementation of initiatives for improving contact center processes.

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