Senior Customer Experience Manager

1 week ago

Singapore beBeeCustomerService Full time

**Job Title:** Service Quality Contact Center Manager

As a highly skilled and motivated professional, you will be responsible for ensuring that customer issues are resolved promptly and efficiently. You will work closely with various business units and stakeholders to identify and resolve customer complaints in a timely manner.

**Responsibilities:

  • Escalation Management: Review and assess escalations from the VEMF/Inbound Department to identify and resolve customer issues completely and promptly.
  • Quality Assurance: Ensure the validity of each escalation prior to escalating out to Business Units or Stakeholders and maintain the quality of escalation.
  • Customer Communication: Liaise with other Business Units or Stakeholders to acknowledge, follow-up on actions/feedback requested by customers through various contact centre touchpoints and contact customers to resolve requests/feedback promptly within the established service turnaround time.
  • Business Ownership: Ensure respective business owners acknowledge escalation requests and resolve the customers' requests promptly within the established service turnaround time.
  • Process Improvement: Monitor Business Units/Stakeholders adherence to rules, regulations and procedures and escalate to senior management when required.
  • Complaint Handling: Handle complaints and ensure all callbacks to address customers' issues are completed within the timeline promised to or requested by customer.

**Required Skills and Qualifications:

  • Minimum 2 years of experience as a universally trained Officer/Manager in a Contact Centre environment.
  • Good knowledge in banking/cards process, products, and systems.
  • Excellent written and spoken communication skills in English with the ability to influence and persuade Business Units/Stakeholders and customers.
  • Possess strong telephone, interpersonal skills, resourceful and able to work independently and also as a team.
  • A strong customer service mindset with good communication and problem-solving skills to represent the

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