
Team Lead Customer Service Officer
2 weeks ago
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
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