Senior Customer Service Officer

2 days ago

Singapore TELE-CENTRE SERVICES PTE LTD Full time

We are looking for a dynamic and customer-centric individual to join our call center team as a Senior Customer Care Officer / Team Lead. In this role, you will be the first point of contact for our valued customers, providing top-notch service and assistance. If this sounds like YOU, connect with us TODAY

**Responsibilities**:

- Supports, coaches and manage a team of Contact Center Agents.
- Communicates performance against objective with the individual team members and constantly monitors performance in terms of agreed key performance indicator (logon time, time-in wrap, average handle time).
- Works with the shift supervisor and coordinates shift roster for the team members to ensure that agreed shifts would be covered.
- Conducts return to work interviews after absenteeism.
- Undertakes any administration associated with payroll, performance related bonus, staff annual leave, expenses claims and amendments to staff rosters.
- Conducts regular team meetings and buzz session to ensure that two-way communication is maintained between team members and management.
- Supports the management team in the creation of management reports based on agreed time scales.
- Attends to high-level customer complaints received by team members and spends an agreed proportion of time answering queue calls.
- Conduct call monitoring either by listening in to the radio recorded calls or live calls and subsequently undertakes coaching sessions with team members.
- Disseminates information received from client contact point to the team members as soon as possible and ensures that the team members are fully briefed on the information received.
- Support the Contact Center in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level).
- Identifies area for service improvements and makes recommendation to the management team.

**Requirements**:

- Minimum 2 year(s) of relevant experience supervisory role, preferably in a contact centre or customer service environment
- Tech savvy and has good knowledge of Microsoft Office
- Possess good interpersonal and communication skills, creativity and problem-solving skills
- Able to motivate team to achieve business targets
- Good leadership and people management skills

We offer competitive compensation, ongoing training, and a supportive work environment.

If you’re enthusiastic, eager to learn, and ready to make a positive impact on our customers, we want to hear from you Join our team and be part of an exciting customer care experience.

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