
Assistant Manager, Customer Service
2 weeks ago
**Job Summary**:
- **Mall**:
- **Salary Range: Up $6,000 + AWS + VB**:
- **Working Location: Central**:
- **5 days working day, 8:30am-5:30pm**
**Responsibilities**:
- Overall, in charge of the Customer Service daily operations with the support of the team.
- Oversee and ensure SOP are upheld by all front liners.
- Ensure that the department KPIs and individual productivity are met.
- Develop and nurture the Executives and Customer Service Officers through regular coaching and guidance.
- Provide support to Customer Experience Manager for CS-related projects by consolidating records, references and documents.
- Collaborate and liaise with Marcom department leaders in implementing processes to improve operational efficiency.
- Work closely with HR for recruitment.
- Prepare and conduct Mystery shopper survey.
- Ensure accurate consolidated report is submitted on a monthly basis.
- Prepare Customer Effort Scorecard (CES) and Customer Satisfaction survey (CSAT).
- Analyze the results and propose solutions to close the gaps in service. Review SOP and enhance CS Service quality.
- Design Training Plans that align with our Brand Standard Framework for team efficiency to achieve Customer Service Team KPIs.
- Manage approved expense budget.
- Handle disputes and disciplinary matters.
- Manage and support the team in driving casual leasing related KPI
How to apply:
**Yeo Hui Wen (Joan)**
**Registration Number: R22108956**
**EA Licence No: 20C0426 (Elitez & Associates Pte Ltd)
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