Customer Contact Services

1 week ago

Singapore Singapore Airlines Full time

**Key Responsibilities include**:
1. Evaluation of Customer Experiences
- Monitors and evaluates quality evaluations submitted by internal and vendor quality teams, to ensure Quality & Service Standards, are consistently being practiced & adhered to by frontline agents
- Periodically review Quality & Service Standards, to validate / provide inputs to ensure that key areas impacting the Service experience is catered for
- Ensures Res & Ticketing Quality & Service Standards are updated and made available to key stakeholders in a timely manner

2. Performance Improvement
- Engage with centers on a regular basis to conduct briefing sessions with Operations to share areas of improvement.
- Provide specific, actionable, feedback to Contact Centre Managers & Vendor Quality Teams, regarding areas of strength and opportunities for performance improvement.
- Partner with PQM training team, as appropriate, and participate in service delivery training

3. Reporting & Analysis of Data on Customer Experiences
- Provides regular reports with in depth insights on trends / observations from quality monitoring (drivers of poor quality) and make recommendations for continuous improvement
- Lead / Assist in Special Projects / Campaigns to promote Service Excellence, drive Change Management Activities & enhance Customer Experience

4. Supporting Management in Improving Quality
- Provides support to monitor and track Service Level Agreements (SLAs) and hygiene of the Quality Management Framework
- Lead, administer & facilitate calibration sessions to ensure clear & consistent understanding of Quality & Service Standards across centers
- Plays a key role in helping to achieve Standardized Global Experience through identification of different processes cross markets & Standards, and highlight best practices to Process Team for prioritization / review / implementation across centers
- Recommends improvements to the policies and procedures which affect customer service
- Assists and provides back-up with other duties, as assigned

**Requirements**:

- Diploma in any discipline
- At least 3 years of quality assurance experience, in contact center setting
- In-depth understanding of Reservations & Ticketing internal processing systems, internal controls, and regulations
- Good interpersonal & communication skills (Oral & Written)
- Deep understanding of contact center QA best practices (Multi Channels, calibration, etc.)

  • Customer Advisor

    5 days ago

    Singapore JJ Consulting Services Full time

    Our client is a global and established Multinational Company, who is seeking to recruit a Customer Advisor (Contact Centre). This position is based in Singapore. **Customer Advisor (Contact Centre)** Reporting to the Customer Service Supervisor in our Contact Centre, you should confidently and knowledgeably provide the full suite of Company customer...

  • Customer Service Executive

    1 week ago

    Singapore Phoenix Contact (SEA) Pte Ltd Full time

    COMPANY DESCRIPTION Phoenix Contact is a global market leader specializing in the design and manufacturing of electric interconnection and industrial automation devices. With worldwide coverage and in-depth understanding of the local market, Phoenix Contact pro-actively grows itself to be a technology leader in each of its business fields by developing...

  • Sales & Services Associate (English)

    3 days ago

    Singapore STARWOOD CUSTOMER CONTACT CENTRE (AP) PTE. LTD. Full time

    *** - Serve guests from around the world as they embark on their travel journey. - Create an effortless experience and build raving brand fans by answering questions about property facilities, services, and room accommodations to support our overall vision to be the world’s favorite travel company. **JOB RESPONSIBILITIES** - Processing reservation...

  • Customer Service Exective

    14 hours ago

    Singapore Phoenix Contact (SEA) Pte Ltd Full time

    COMPANY DESCRIPTION Phoenix Contact is a global market leader specializing in the design and manufacturing of electric interconnection and industrial automation devices. With worldwide coverage and in-depth understanding of the local market, Phoenix Contact pro-actively grows itself to be a technology leader in each of its business fields by developing...

  • Coffee Specialist

    14 hours ago

    Singapore NESTLE SINGAPORE (PTE) LTD Full time

    *** As our Coffee Specialist (Customer Service & Contact Center), you will act as our Brand ambassador to deliver world-class customer service continuously throughout the customer lifecycle and engage with our customers across a number of touchpoints. You will elevate the customer experience with functional and behavioral expertise, creating brand...

  • Customer Service Officer

    6 hours ago

    Singapore Singapore Press Holdings Limited Full time

    Customer Service Officer (Contact Centre)Customer Service Officer (Contact Centre)Job Type Full-Time Category Administration About Us SPH Media is evolving, and we welcome talented individuals to join us in our transformation journey. Our mission is to be the trusted source of news and lifestyle content in Singapore and Asia. As an employer, we are...

  • Senior Customer Advisor

    5 days ago

    Singapore JJ Consulting Services Full time

    Our client is a global and established Multinational Company, who is seeking to recruit a Senior Customer Advisor (Contact Centre). This position is based in Singapore. **Senior Customer Advisor (Contact Centre/ Office Hours/ North East)** - You will provide quality and professional track and trace services to all parties, particularly customers, aimed at...

  • Customer Services Lead, Contact Centre

    3 days ago

    Singapore Hyphen Partners Full time

    Customer Services Lead, Contact Centre - SME/Commercial Banking Our client, a Digital Bank, is looking for a Customer Services lead to join them. In this role, you will lead the Customer Service team in Singapore and be the accountable service owner for all client service-related activities for the digital bank. We're looking for someone with experience...

  • Customer Service Consultant

    5 days ago

    Singapore MHC MEDICAL NETWORK PTE. LTD. Full time

    **Responsibilities**: - Attending to enquiries on various fronts, effectively maintaining our Contact Centre's high level of accessibility - Ensure communication with customers and clients with clear and relevant information - Manage customers or clients feedback and complaints in a professional manner - Perform post-case administration for future...

  • Customer Service Officer

    1 week ago

    Singapore JJ CONSULTING SERVICES Full time

    Our Client is an established company in Singapore, who is seeking to recruit Customer Service Officers. Trainings are provided/ Fresh Graduates Welcome! **Responsibilities**: - Provide quality customer service to customers either by telephone or electronically - Respond and follow up promptly to customer enquiries - Obtain and evaluate all relevant...