Contact Centre Executive

3 days ago

Singapore Parkway Pantai Full time

**Working hrs: 5days rostered (Mon-Sun)**

**No overnight shifts**

To manage and ensure operations of the team at the optimized level.

**Key accountabilities**:

- To ensure all enquiries are accounted and closed in a timely and professional manner
- To manage escalated enquiries/customer resolution
- To provide training/coaching to junior team members
- To perform data analysis, findings and lead development of workaround solutions or/and projects
- To perform transaction monitoring to ensure quality service delivery
- To manage workforce management and ensure the performance of the team is optimized
- To assist, manage and coordinate with relevant stakeholders on telephony fault reported pertaining to PABX system in hospitals and Call Centre
- Ability to use and interpret multiple systems for reporting & monitoring team performance daily
- Any other duties assigned by the supervisor

**Qualifications & Experience**:

- 1. Minimum Diploma and above
- 2. At least 5 years of call centre/customer service/nursing/telesales with experience in managing teams
- 3. Relevant working experience in healthcare industry is a plus
- 4. Demonstrates good verbal communication skills and ability to convey information clearly and effectively
- 5. Ability to effectively handle multiple tasks in a fast paced environment
- 6. Provides customer satisfaction to both internal and external customers and strives to continuously improve service quality
- 7. Ability to resolve issues of conflict in a tactful and professional manner
- 8. Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues
- 9 Familiar with contact centre telephony systems
- 10. Knowledge of CRM tool and Microsoft Office

**Additional Information**:

- 1. Good communication skills (both spoken and written) in English, Chinese
- 2. Must be a team player and problem solver
- 3. Good project management skill
- 4. Computer literacy is a must
- 5. Highly organized and efficient with the ability to multi-task and work in a fast-paced and result driven environment

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