Job Responsibilities: 

  • Manage a customer-centric team that delivers prompt and appropriate solutions to customers - through managing customer questions (through calls, chats, and emails), escalating concerns to other relevant departments, and ensuring follow-ups
  • Ensure team meets customer service targets and KPIs, and take appropriate actions (arranging for overtime, etc.) to manage request volume
  • Monitor and improve team performance in productivity, process adherence, customer satisfaction, employee satisfaction and development, attrition and absenteeism
  • Conduct periodic individual coaching and feedback sessions that focus on improving customer satisfaction, employee communication and technical skills
  • Communicate relevant performance indicators to management and agents through prompt reports
  • Identify operational issues and propose potential improvements to improve customer and employee experience
  • Perform other similar and related duties as required or directed

Job Requirements:

  • Bachelor’s Degree or higher from a globally recognised University with good academic credentials
  • Possess at least 8 years of experience in a Contact Centre or Customer Service setting
  • Possess at least 2-3 years of experience managing large teams (>15 people)
  • Banking industry experience is an advantage
  • Excellent verbal and written communication skills
  • Strong analytical, communication, and process development skills
  • Has a customer-centric mindset
  • Flexible and adaptable
  • Ability to multi-task, prioritize and manage time effectively
  • Good working knowledge of MS Office (Excel, Word)

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