Customer Experience Leader

1 week ago


Singapore TERRA SYSTEMS PTE. LTD. Full time

Company Overview

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Terra Systems Pte. Ltd., a leading provider of innovative communication solutions and services driven by AI technologies, is seeking a dedicated Customer Experience Leader to join its team. With a strong presence across the Asia Pacific region, Terra empowers clients and partners to maintain a competitive edge through its comprehensive portfolio of hardware and software products, as well as tailored services.

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Job Description

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The successful candidate will oversee the daily operations of a call centre, ensuring that customer service goals are met and exceptional customer experiences are delivered. This role involves liaising with and monitoring service levels, coaching staff through challenging customer service issues, and analyzing data to prepare reports for upper management.

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Key Responsibilities

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  • Liaise with and monitor service level of Call Centre, including preparing statistical reports for call centre operations.">
  • Coach call center staff through challenging customer service issues.">
  • Assist team agents to handle enquiries hotline/emails and escalate cases to management.">
  • Service audits on calls and provide detailed incident report on the interactions.">
  • Analyse call center data and prepare reports for upper management.">
  • Evaluate staff effectiveness and performance annually or need basis.">
  • Lead team meetings and give presentations to executives.">
  • Develop monthly, quarterly, and annual call center goals and action plans.">
  • Prepare work schedules to ensure sufficient coverage.">
  • Create personnel and supply budgets for approval.">
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Job Requirements

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The ideal candidate should have a min Diploma or Degree holder, strong communication and interpersonal abilities, and supervisory experience in a call centre setting. Excellent organizational and problem-solving skills are essential for success in this role.

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Salary and Benefits

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The estimated salary for this position is $60,000 - $80,000 per annum, depending on qualifications and experience. A comprehensive benefits package, including medical and dental insurance, paid leave, and professional development opportunities, is also offered.

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Working Hours

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The working hours for this position are 9.00am – 6.00pm (Monday to Friday), with occasional overtime required to meet business needs.

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Location

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This role is based in Singapore, with travel requirements minimal.



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