Service Excellence

2 weeks ago

Singapore Mouser Electronics Full time

You will play a crucial role in supporting the development of customer service initiatives that are results-oriented, including strategies that enhance customer service and inspire positive change in others. Your responsibilities will involve coaching and assisting customer service staff in identifying customer needs, fostering business development, and delivering customer service that goes beyond customer-initiated requests. As a team player and role model, you will be instrumental in motivating teams to provide exceptional customer service.In this role, you will be accountable for reviewing, editing, and recommending enhancements to customer service processes and procedures. Additionally, you will collaborate closely with customer service management to oversee service excellence. By focusing on improving customer interactions across various channels such as calls, emails, and chats, you will assess customer service processes to ensure quality standards are met.Your role will also entail providing valuable feedback to management regarding training requirements, process enhancements, and performance management trends. You will be expected to exercise sound judgment, analyze the consequences of decisions, and evaluate responses before implementation. Furthermore, you will deliver training sessions through various formats, including in-class presentations, one-on-one sessions, and electronic communication.To excel in this position, you should possess a strong desire, personality, and capability to deliver outstanding customer service and engage directly with customers and other business partners. Your skill set should include proficiency in teaching, analysis, problem-solving, negotiation, time management, and organization. You must demonstrate the ability to efficiently manage projects, assess training needs, processes, and systems, and provide recommendations for enhancements.Effective communication and presentation skills, both verbal and non-verbal, are essential for interacting with individuals and groups at all levels, both within and outside the organization. Fluency in the local language and English is required, with proficiency in additional languages based on regional demands considered advantageous. A positive attitude towards self and others, as well as traits of confidentiality and trustworthiness, are fundamental to this role.Proficiency in using PC systems in a Microsoft Windows environment, including MS Office and other software applications, is necessary. Your work habits should be detailed and thorough, with the ability to multitask effectively. A Bachelor's degree in business, Customer Service, or a related field is preferred for this position.Please note that this job description provides a summary of the primary responsibilities and qualifications for this role. The company reserves the right to modify or adjust these responsibilities and requirements as needed to accommodate business needs. Portions of this job description may be subject to modifications to reasonably support individuals with disabilities.,

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