Customer Service Operations Lead

2 weeks ago


Singapore Jaga-Me Full time

**Responsibilities**:

- Lead, manage and coach the Customer Service Operations team to achieve service quality and productivity for optimal customer experience
- Supervise and track customer service workflow to improve processes to increase efficiency and improve quality of individual and team performance
- Continuously train and upskill existing and new Customer Service Operations Executives to meet the standard operating procedures and achieve service excellence
- Conduct service audit to identify areas of opportunity to improve the customer service experience
- Collaborate with Operations Management and other teams to share latest customer insights on the ground and provide suggestion to provide the best customer experience

**Job Requirements**:

- Minimum 5 years of relevant experience preferably in the Healthcare sector with good working knowledge of CRM software like Zendesk
- Possess high energy, self-motivation, and adaptability
- Effective people management and communication skills with a positive and empathetic attitude
- Proactive to ensure all tickets or customer queries are resolved within the specified time frame
- Composed, organised and able to demonstrate professionalism under pressure
- Adept in multitasking between different IT systems
- Able to converse with Mandarin-speaking customers would be a bonus
- 5-day workweek including weekends and public holidays if rostered

**Job Types**: Full-time, Permanent

**Salary**: $3,500.00 - $4,500.00 per month

Schedule:

- Holidays
- Monday to Friday
- Weekend availability

**Experience**:

- Customer service: 5 years (required)
- Zendesk: 1 year (required)



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