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Call Centre Supervisor (Alexandra) - (RL)

Target Recruitment Pte Ltd - Alexandra Road, Singapore

5 months ago

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)

** For fast response, kindly forward your updated resume to :

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Target Recruitment Pte Ltd

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