Executive (Customer Service) - 1 Year Contract

5 days ago

Jurong West, Singapore NTUC Fairprice Co-operative Limited Full time $120,000 - $180,000 per year

About Us

FairPrice Group operates the largest supermarket chain and the largest cooked food hawker and cafeteria chain in Singapore. Today, with its multiple formats serving the varied needs and interests of people from all walks of life, FairPrice Group has kept pace with the changing needs of its customers.

The Team

We believe that diversity is key to driving an innovative, cohesive, productive, and fun workplace Be sure to be soaked in an environment with different ethnic groups, driving innovation, and injecting some creative juice as one  

Job Description

You are responsible for leading a team of customer service officers for FairPrice Group, to deliver efficient and consistent customer service experience, regardless of the channel customers choose to contact us. Supporting the businesses from grocery to food and membership, you will:

  • Ensure adherence to Service Level Agreements (SLAs), Standard Operating Procedures (SOP) and business continuity plans, surfacing gaps and incidences timely
  • Manage the performance and maintain adequate governance oversight of the activities at the outsourced contact centre. Ensure that there are monthly meetings with the vendor to discuss their performance and bridge the gaps identified by customers/branches
  • Handle escalated feedback and provide appropriate solutions in a timely manner
  • Collaborate with internal and external stakeholders to resolve feedback and address operational challenges
  • Foster a positive work environment and motivate the team to achieve and exceed organisation's goals
  • Establish individual and team goals and review team performance for continuous development
  • Work actively with Service Culture to identify training gaps and update of information in contact centre's SOP to improve operational efficiency and enhance customer experience
  • Conduct performance appraisals and provide constructive feedback to direct reports
  • Compile and analyse data for management reporting

Job Requirements

  • Degree or tertiary qualification in any discipline with minimum 2 years of experience in retail, e-commerce, or customer service industry
  • Excellent interpersonal, written, and communication skills to establish good customer relationships with both internal and external stakeholders
  • Highly customer service oriented, meticulous, and resourceful
  • Strong analytical and problem-solving skills with the ability to work independently
  • Strong leadership and adaptable to changes in a highly dynamic work environment
  • Preferably at least 1 year of supervisory role experience with an excellent leadership record
  • Working knowledge of systems such as SAP or Zendesk is an advantage

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