Responsibilities

The Primary role for this position is to :-

·      Lead and manage day-day operation of call centre and related issues.

·      Assist the manager in monitoring KPI performance and quality of service delivered by call centre.

·      Provide training & development customer service, perform service recovery and directly corresponds to customer via emails/calls

Service recovery / Customer Service

·      To ensure that the team is familiar with the company‘s products process knowledge and are competent in delivering customer service in a professional manner

·      Maintain and improves call centre operations by monitoring system performance, identifying and resolving problems, managing system and process improvement and quality assurance program

·      Establish clear roles, directions, responsibilities and performance requirements for call centre agents

·      Handles customer complaints (VOC, Emails, calls, etc)

·      Call evaluation, ensure customer receives the highest level of customer service

·      Pitch new ideas / solutions to improve customer experience

Administrative Tasks

·      Prepares daily / weekly/ monthly report and analyze data

·      Perform all the duties assigned by manager

Requirements

·      Diploma / Degree in Business Administration or its equivalent

·      Preferably with 6 years’ experience in a call centre environment with at least 2 years in a supervisor capacity

·      Internet savvy and proficient in Microsoft office especially Word, Excel and PowerPoint

·      Familiar with Home Appliances and Home Entertainment products

·      Good interpersonal and communication skills

·      Attention to details

·      Highly motivated and adaptable

·      Good team player

·      Ability to handle multiple tasks and effectively manage different timelines

·      Able to work under time pressure, able to prioritize workload and meet deadlines

·      Demonstrates leadership qualities

·      Passion to serve

·      Knows how to handle and resolve customer issues

·      Able to commence work by 15 Dec 2020

Working hours : Monday to Friday (8.30 am to 6.15 pm) & Alternate Saturday (8.30 am to 2.00 pm) 

Target Recruitment Pte Ltd (MOM License No: 15C7744)

MOM Regn No: R1112418 (RL)

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