Assistant Manger, Customer Service
1 week ago
Near to MRT
5 Days work week
- AWS+Performance Bonus
**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
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