Senior Customer Service
2 weeks ago
Responsibilities:
- Assist Customer Service Manager in managing and driving the outsourced call centre in delivering high quality service to customers.
- Take ownership of monitoring and managing the call centres performance, ensuring that Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are consistently met. Validate and provide insights on call centre reports to the management team.
- Oversee the quality of customer interactions by implementing and driving quality improvement initiatives. Collaborate closely with the vendor to ensure adherence to high standards of service and customer satisfaction.
- Conduct thorough audits of the call centres operations, identifying process and knowledge gaps. Develop and execute comprehensive action plans in partnership with the vendor to address and close these gaps, ensuring continuous improvement.
- Lead the implementation, review, and streamlining of work processes, SOPs, and procedures to enhance operational efficiency and service quality. Drive innovation and change management initiatives within the team.
- Perform in-depth analysis of customer interactions, identifying key call drivers and trends. Utilize interaction analytics to understand customer sentiments, improve customer experience, and optimize call centre performance.
- Spearhead the communication and training of the call centre team on new business initiatives, systems, policies, and processes. Ensure the team is well-equipped to handle evolving customer needs and company directives.
- Act as a key support to the Customer Service Manager in strategic decision-making. Take on leadership responsibilities in special projects and initiatives that contribute to the overall success of the customer service function.
- Undertake other duties and responsibilities as assigned by the Customer Service Manager or senior management.
Requirements:
- Diploma with at least 3 years of CS experience in a call centre environment, leadership or supervisory experience is advantageous
- Strong written and verbal communication skills, with the ability to influence and collaborate effectively
- Strong leadership qualities with the ability to lead a team and work collaboratively in a cross functional environment.
- Advanced proficiency in Microsoft Excel and data analysis. Experience with interaction analytics and customer experience management tools is a plus.
- Demonstrated ability to identify issues, propose solutions, and drive continuous improvement in a fast-paced environment.
- East, Monday to Friday, office hours
- Job Reference: QY9366X9
All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.
-
Senior Customer Service Manager
1 day ago
Singapur, Singapore United Overseas Bank Full timeAbout the RoleAs a Senior Customer Service Manager at United Overseas Bank, you will be responsible for leading a team of customer service representatives in providing exceptional service to our customers.Key ResponsibilitiesResolve complex customer complaints and issues in a timely and professional manner.Proactively identify and address customer pain...
-
Senior Customer Service Representative
2 months ago
Singapur, Singapore International Flavors & Fragrances Full timeSenior Customer Service Representative Responsibility • Order management: order entry, provide order acknowledgements to customers/affiliates • Set up customer info records for order entry; listing, customer material no & description, price, etc • Co-ordinate the creation or extension of new sold/bill for us in plants • Raise SAP Notifications...
-
Senior Customer Information Services Officer
3 days ago
Singapur, Singapore United Overseas Bank Full timeSenior Officer, Customer Info Services, Retail Recon & Investigation Centre Location: Singapore About United Overseas Bank United Overseas Bank Limited (UOB) stands as a prominent financial institution in Asia, boasting a vast network that encompasses over 500 branches and offices across 19 countries and territories throughout the Asia Pacific,...
-
Senior Customer Information Services Officer
3 days ago
Singapur, Singapore United Overseas Bank Full timeSenior Officer, Customer Info Services, Retail Recon & Investigation Centre Overview of the Organization United Overseas Bank Limited (UOB) stands as a prominent financial institution in Asia, boasting a vast network of over 500 branches and offices across 19 countries and regions in the Asia Pacific, Europe, and North America. With a legacy...
-
Senior Customer Information Services Officer
3 days ago
Singapur, Singapore United Overseas Bank Full timeSenior Officer, Customer Info Services, Retail Recon & Investigation Centre Company Overview United Overseas Bank Limited (UOB) stands as a prominent financial institution in Asia, boasting a vast network that encompasses over 500 branches and offices across 19 countries and territories in the Asia Pacific, Europe, and North America. With a rich...
-
Customer Service Representative
3 days ago
Singapur, Singapore Singtel Full timeNCS is a leading technology services firm that operates across the Asia Pacific region, providing consulting, digital services, technology solutions, and more.We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people.Our diverse workforce has delivered...
-
Customer Service Representative
3 days ago
Singapur, Singapore 5160 Kyndryl (Singapore) Pte. Ltd. Full timeAbout UsAt 5160 Kyndryl (Singapore) Pte. Ltd., we design, build, manage, and modernize mission-critical technology systems that the world depends on every day. Our company is always moving forward, pushing ourselves to build a more equitable, inclusive world for our employees, customers, and communities.The RoleWe are seeking a Service Desk Manager to join...
-
Customer Service Specialist
1 day ago
Singapur, Singapore DBS Bank Full timeJob SummaryDBS Bank is seeking a highly skilled Customer Service Specialist to join our team. As a key member of our Group Technology and Operations department, you will play a critical role in delivering exceptional customer service and support to our clients.Key ResponsibilitiesProvide timely and effective resolution to customer inquiries and issues,...
-
Senior Officer, Customer Service Specialist
3 days ago
Singapur, Singapore United Overseas Bank Full timeAbout the RoleAs a Senior Officer, Customer Service Specialist at United Overseas Bank, you will be responsible for fulfilling requests and orders from internal stakeholders and external parties, including Law Enforcement Agencies, Government Authorities, Solicitors, and Regulators.Key ResponsibilitiesFulfill requests/orders with accuracy within standard...
-
Customer Service Representative
3 days ago
Singapur, Singapore Far East Organization Full timeJob SummaryWe are seeking a highly skilled and customer-focused individual to join our team as a Senior/Guest Service Assistant at Far East Organization. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests and ensuring a seamless experience throughout their stay.Key ResponsibilitiesWork closely with...
-
Senior Officer, Customer Service, Contact Center
3 months ago
Singapur, Singapore United Overseas Bank Full timeSenior Officer, Customer Service, Contact Center Posting Date: 29-May-2023 Location: Alexandra (City Area), Singapore, 048624 Company: United Overseas Bank Ltd About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific,...
-
Senior Officer, Customer Service, Contact Centre
3 months ago
Singapur, Singapore United Overseas Bank Full timeSenior Officer, Customer Service, Contact Centre Posting Date: 01-Jun-2023 Location: Singapore (City Area), Singapore, 048624 Company: United Overseas Bank Ltd About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific,...
-
Senior Officer, Customer Service, Contact Center
3 months ago
Singapur, Singapore United Overseas Bank Full timeSenior Officer, Customer Service, Contact Center Posting Date: 23-May-2023 Location: Singapore Company: 3677 About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate...
-
Senior Officer, Customer Service, Contact Centre
3 months ago
Singapur, Singapore United Overseas Bank Full timeSenior Officer, Customer Service, Contact Centre Posting Date: 09-May-2023 Location: Alexandra (City Area), Singapore, 048624 Company: United Overseas Bank Ltd About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific,...
-
Singapur, Singapore United Overseas Bank Full timeAbout United Overseas BankUnited Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America.Our History and ValuesOur history spans more than 80 years. Over this time, we have been guided by our values – Integrity,...
-
Team Lead, Customer Service
5 months ago
Singapur, Singapore NTUC Health Full timeJob Description Deliver consistent good customer service including inquiries, complaints at all times, educating the customer of the value of our NTUC Health services. Be customer-centric with both internal and external stakeholders via all communication channels. Track and monitor customers' enquiries from all channels such as Call Centre Hotline,...
-
Singapur, Singapore Amazon Asia-Pacific Holdings Private Limited Full timeAbout the RoleWe are seeking an experienced Senior Product and Customer Insights Manager to join our Customer Experience and Business Trends team in Amazon Asia-Pacific Holdings Private Limited. As a key member of our team, you will be responsible for driving studies across multiple product lines, geographies, and departments to measure Amazon's end-to-end...
-
Senior Consultant, Microsoft
3 months ago
Singapur, Singapore NCS Group Full timeNCS is the leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse...
-
Senior Field Service Engineer
3 days ago
Singapur, Singapore Wärtsilä Full timeSenior Service Engineer Wärtsilä stands at the forefront of marine innovation, driving the sector's shift towards a sustainable and decarbonized future. With an extensive portfolio and a global service network, we – the Wärtsilä team – provide efficient, safe, and sustainable integrated solutions that enhance our customers' operations. The...
-
Senior Officer, Customer Info Service, RRIC
3 months ago
Singapur, Singapore United Overseas Bank Full timeSenior Officer, Customer Info Service, RRIC Posting Date: 01-Jun-2023 Location: Singapore, Singapore Company: United Overseas Bank Ltd About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America....
