CONTACT CENTER Supervisor| UP TO $3,000/MONTH | PAYA LEBAR | WORK WITH FRIENDS | OFFICE HOURS
10 months ago
Our client is a statutory board of the Singapore government & provides great working opportunity and tailored support.
Job Description: We are lo.....
Our client is a statutory board of the Singapore government & provides great working opportunity and tailored support.
Job Description: We are looking for a dedicated and experienced individual to join our team as a Contact Center Team Lead. As a Contact Center Team Lead, you will be responsible for leading a team of contact center officers and ensuring the delivery of exceptional customer service and support. You will play a pivotal role in addressing customer inquiries, complaints, and feedback promptly and effectively, while also providing technical assistance and proactive outreach to enhance customer satisfaction.
Job Responsibilities
- Lead a team of contact center officers, providing guidance, coaching, and support to ensure the delivery of excellent customer service.
- Handle general enquiries related to the Client's products and services through our hotlines or other channels such as email and webchat
- Gather customer feedback and sentiments and escalate to the relevant parties for further actions
- Guide callers in navigating the client website and using the available services
- Conduct outreach to customers through various communication channels for purposes such as payment reminders or collecting instructions for damaged items.
- Ensure proper documentation, notification, escalation, tracking and follow up of all interactions with customers and ensure adherence to established procedures and guidelines.
- Adapt to peak periods occurring between September and December, during our eCommerce campaign periods, by effectively managing the team's workload and ensuring timely responses to customer inquiries and concerns.
- Understand customers' needs and provide quick, accurate and satisfactory answers to their queries and concerns
- Collaborate with other departments, such as logistics or technical teams, to address complex customer issues and contribute to process improvements.
- Monitor team performance, track key performance indicators (KPIs), and provide regular feedback and coaching to team members to enhance their skills and drive continuous improvement.
- Handle ad hoc duties as required.
Job Requirement
- Min 2 years of experience in a customer service or contact center role.
- Min 1 years in leading a team in call center environment
- Excellent communication skills, both verbal and written.
- Proven track record of delivering high-quality customer service.
- Ability to handle challenging customer situations with empathy and professionalism.
- Positive attitude in fast-paced environments.
- Proficient in computer literacy, including the use of contact center software
- Availability to work on a full-time basis, including weekends and public holidays, if required
- 5 days work week + Rotating Saturday Half Day Paid at 1.5 times.
Next Steps
- Prepare an updated resume (including your current salary package with full breakdown such as base, incentives, annual wage supplement, reasons for leaving and executive summary etc.) and the expected package.
- Apply through this application or drop us an email at Melanee.Wong@adecco.com & Junyong.teng@adecco.com in MS Word Copy stating the job you are applying for. We’d love to hear from you!
All shortlisted applicants will be contacted.
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