Customer Experience Team Lead

7 days ago

Singapore LHN PARKING PTE. LTD. Full time

**Responsibilities**:

- Lead a team of Admin Executives to deliver highest standard of customer service and excellent levels of customer satisfaction
- Disseminate timely information to team members to ensure accurate and updated policy and information is conveyed to customers
- Handle escalated calls and resolve customer requests/ complaints in an efficient and timely manner within Service Level Agreement
- Accountable for meeting customer service standards and assigned service
- Perform service reviews on Admin Executives to ensure quality, efficiency and compliance
- Motivate, coach and develop Admin Executives to ensure they deliver the expected Key Performance Indicators (KPIs)
- Identify knowledge gaps/ training needs through day to day team operations and observations
- Monitor and ensure resources are optimised at all times and daily service targets are met
- Support and continuously review and improve work processes so as to enhance customer’s experience and highlight operational risks and areas for improvement
- Work with the management team to identify and deliver positive change and business efficiencies
- Support ad-hoc projects as assigned

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