Assistant Manager, Customer Contact Centre

3 days ago

Singapore Changi Airport Group Full time

We are looking for a highly driven and energetic individual to handle and manage the day-to-day operations for the Commercial Customer Contact Centre. You will play a critical role in managing the customer contact centre and service team. You will work closely with internal stakeholders and outsourced partners to achieve a top-class customer experience, build a robust customer-first culture across all service touchpoints and to further increase value capture (leads and sales) with an innovative sales and service strategy.

**Scope includes**:

- Manage the day-to-day performance of the Contact Centre Operations to deliver best-in-class service, meeting or exceeding all KPIs and within budget.
- Lead and manage the appointed vendor to provide a stable and reliable customer service 365 days a year.
- Ensure ownership of customers issues and follow problems through to resolution
- Embrace and advocate the Changi Experience best practices to the vendor/agents
- Embed a performance culture and review processes to achieve service levels and improvements against set targets and beyond
- Experienced and skilled in communicating directly to VIP customers and building a relationship with them
- Experiences and comfortable in attending to customers even in demanding scenarios and able to calm the situation to achieve positive customer satisfaction
- Point of contact for escalations between customers, internal stakeholders, and merchants.
- Analyse statistics and compile accurate reports
- Maintain open and honest communication channels at all levels across the business to facilitate best in class sharing and root cause analysis.
Process documentation and having team’s adherence to process.
- Able to envision the future of contact centre and not afraid to challenge the current to achieve it
- Adhere to and manage the approved budget

**Requirements**:

- Minimum degree with 2 to 4 years' of relevant experience.
- Experience in Customer Service/Contact Centre Environment or/and vendor management with performance tracking
- Point of contact where you are required to respond and support even off office hours
- Experience in leading, managing and training Customer Service Agents / team / vendor
- Experience with delegating responsibilities and managing/achieving results
- Good interpersonal and communication skills. 2nd Language fluency will be a strong plus.
- Enjoys problem-solving and analytical work, ability to produce high quality, detailed work based on established standards, guidelines and procedures

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