Team Lead Customer Service Officer

7 days ago

Singapore ZENITH INFOTECH (S) PTE LTD. Full time

This is a 12 months contract assigned to our client

Work Location: Suntec Tower 2

Salary Range : $4,000-$5,000

**Job Description**:
1. Coach and guide customer service officers (CSOs) to answer customers’ queries and provide first call resolution

2. Conduct business reviews and provide suggestions on processes

3. Manpower management and shift adherence of CSOs

4. Monitor and coach on agent productivity to achieve SLA adherence

5. Conduct performance review with CSOs - identifying areas of training and improvement

6. Team engagement and retention strategy and implementation

7. Handle ad hoc duties as required

8. Minimum of 3 - 5 years of experience working in a contact center industry

9. Minimum education level: Diploma

10. Active listener and possesses problem-solving skills

11. Fast learner and good team player

12. Demonstrates good customer service and communication skills and comfortable to work in a fast-paced environment

13. 44 hours per week

14. Able to work rotating shift hours including weekends and public holidays

15. Fixed night shift 10pm-7am / 11pm-8am (schedule might change)

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