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Customer Service Assistant Manager/manager
2 weeks ago
We are looking for a positive, proactive and super driven Customer Service Assistant Manager/Manager to join us our Customer Service team.
The Customer Service Assistant Manager/Manager is responsible for the overall direction, coordination, quality and productivity of the Customer Service centre. He/she will work closely with front line staffs, support departments, internal stakeholders and the management in support of business needs.
This role is ideal for a highly self-motivated individual who has substantial team management experience in a contact centre environment, passionate about providing the best possible levels of customer services and has experiences with motivating and driving performance improvements within the team.
**Roles and Responsibilities**
- As a Customer Service Assistant Manager/Manager, you will lead and manage a team of Customer Service Officers; be responsible for the overall direction and key performance indicators of the team
- Carry out supervisory responsibilities in accordance with OSIM’s policies and procedures to meet Service Level Agreements set out. Additional responsibilities include interviewing, training and motivating employees; planning assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
- Implement and monitor service quality bench-markers and assists in the development of solutions and conceptualise programs aimed at addressing customer issues, concerns, complaints and suggestions with customer centricity at the heart of the decision
- Ensure compliance to governmental standards for retails personnel selling behaviour (sales of good act) and usage of consumer data (personal data protection act)
- Continuously review standard operating processes and workflows to identify ways to improve and increase customer satisfaction and operational efficiency
- Leverage data, reporting and analytics to assess operational effectiveness and communicate results to internal stakeholders and management
- Help maintain a comprehensive knowledge base library with diverse resources for team members to have at their disposal and to use quickly and effectively to resolve customer issues
- Work closely with internal stakeholders to support investigation and service recovery process
- Take ownership and resolve accordingly any urgent or critical service issues escalated by the Customer Care Team
**Job Requirements**
- 5 or more years of contact centre/customer service management experience preferred
- Proven organisational, project management skills, analytical and effective problem resolution skills
- Proven people management skills; for building relationships with colleagues at all levels
- Customer centric with a proactive, positive and “can-do” attitude
- Excellent communication skills both written and verbal
- Leadership flair with the skill to motivate others to perform and exceed expectations
- Professional, proactive, positive and “can-do” attitude
- Manage pressure effectively
- Experience of setting up and developing contact centre is an advantage
