Call Centre Supervisor (Alexandra) - (RL)

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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