 
						Assistant Manager
7 days ago
Centrally located, near to MRT
- 5 Days work week (8.30am to 5.30pm)
- AWS + Attractive Performance Bonus
- May need to come back to cover counters during public holiday and weekends (depending on manpower needs)
**Challenges**
- You in charge of the Customer Service daily operations with the support of the team.
- Oversee and ensure SOP are upheld by all front liners.
- Ensure that the department KPIs and individual productivity are met.
- Develop and nurture the Executives and Customer Service Officers through regular coaching and guidance.
- Provide support to Customer Experience Manager for Customer Service-related projects by consolidating records, references and documents.
- Collaborate and liaise with Marcom department leaders in implementing processes to improve operational efficiency.
- Work closely with HR for recruitment.
- Prepare and conduct Mystery shopper survey.
- Ensure accurate consolidated report is submitted on a monthly basis.
- Prepare Customer Effort Scorecard (CES) and Customer Satisfaction survey (CSAT).
- Analyze the results and propose solutions to close the gaps in service. Review SOP and enhance CS Service quality.
- Design Training Plans that align with our Brand Standard Framework for team efficiency to achieve Customer Service Team KPIs.
- Manage approved expense budget.
- Handle disputes and disciplinary matters.
- Manage and support the team in driving casual leasing related KPI
**What it takes**
- Independent, Positive attitude, pleasant personality, and a team player.
- Able to work in a fast-paced environment and has a passion for service.
Darryl Lim
EA Reg No: R22105524
EA Licence No:21C0501
**Job Types**: Full-time, Permanent
**Salary**: $5,500.00 - $6,000.00 per month
**Benefits**:
- Health insurance
Schedule:
- Day shift
- Monday to Friday
Supplemental pay types:
- 13th month salary
- Performance bonus
Work Location: In person
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