Job Details

  • Target Recruitment
    a member of WMS Group (15C7744)

  • Employment Agency

  • Our client's profile:

  • Assistant Customer Service Manager/CS Manager (Alexandra)- (RL)

  • Alexandra

  • -

  • 5 days week (need to work once a month duty on Saturday)

  • Dip

  • 2 years

  • Responsibilities
    Responsible for Call Center in managing & ensuring the company delivers the highest level of customer service possible. Supervises agents, trains, coaches, and mentors service staff/officers. Maintains customer satisfaction by providing problem-solving resources & managing Call Agent to ensure KPI performance achievement. Details as follows:- 

    Call Center & Counter Service & Repair

    • Attend to customer’s complaints, including walk in customers
    • To ensure that the Customer Services function is adequately staffed and trained to deliver an efficient service to internal and external customers.
    • To actively promote and manage the process of continuous improvement in Customer Service standards within Call Enquiries
    • Promote effective communication throughout all levels of the Customer Services function.
    • To ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed time frame.
    • To represent the Customer Services function as an active member of the Senior Management Team

     

    SVC KPI (Weekly & Monthly)

    • Company’s website satisfaction level 
    • NPS (Net Promoter Score) 
    • Service Level and other related CIC KPI

     

    Customer Service Excellence

    • Achieves customer service objectives by contributing customer service information and recommendations with plans and reviews; preparing and completing action plans and customer service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change
    • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
    • Preparing annual budget; scheduling expenditures; analyzing variances & initiating corrective actions.
    • Determines customer service requirements by maintaining contact with customers; conducting surveys; benchmarking best practices; analyzing information and applications.

     

    Reports

    • Weekly service activities
    • Customers Quality Report and analysis
    • Quarterly/ Yearly service performance review and target
    • Satisfaction Survey Monthly reporting
    • Any ad hoc Reporting by local Management or HQ as required

     

    Requirements

    • Diploma/Degree in Business administration or its equivalent
    • At least 2 years of experience in managing call center or customer related operation
    • Good writing skill in customer relation matter
    • Strategy Reporting capability in PPT
    • Ability to work independently and effectively
    • Customer oriented, conscientious, presentable & a good team player 
    • Highly proficient in Microsoft Office (Excel, PowerPoint, Word, Outlook)
    • A fast learner who is able to work under pressure

     

  • -

  • Interested parties/candidates, please send updated resume in MS Word format, including:-

    (1) Current & expected salary
    (2) Reason(S) for leaving
    (3) Date of availability
    (4) Recent photo

    (We regret that only shortlisted candidates will be notified)

    Target Recruitment Pte Ltd (MOM License No: 15C7744)
    MOM Regn No: R1112418 (RL)

  • Customer Service/ Call Centres Telemarketing

  • Others

  • Permanent


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