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Customer Service Executive

2 weeks ago

Singapore BIZCARE PERSONNEL SERVICES Full time

**Salary**: $2800 - $3800Working hour: 9am-6pm (Mon-Fri) *5 Day workResponsibilities
- Assist Customer Service Manager in managing and monitoring call centre performance to ensure that Key Performance Indicators and Service Level Agreement are met, including validation of call centre reports. Monitor and manage the call centre’s quality of replies and work with vendor to implement quality improvement initiatives. Conduct independent audit on call centre, work with call centre vendor in identifying process/knowledge gap and institute improvement action plans. Implement, review and streamline work processes, SOPs and procedures to improve efficiency and quality of service. Monitor and analyze customer interactions. Perform data analysis on call drivers and interaction analytics on customer interactions, transactions, feedback to better understand customer sentiments, enhance customer experience and optimize call centre efficiency. Communicate and train call centre on new business initiatives, systems, policies and processes.Requirements
- Diploma with 2 years of customer service/ call centre experiences in Singapore
- Strong communication skills, both written and oral. Good interpersonal skills, able to work independently as well as in a team

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