Customer Service Executive (Call Centre)

Customer Service Executive (Call Centre)

Job Description:

Responsibilities

• Assist Customer Service Manager in managing and driving the outsourced call centre in delivering high quality service to customers.
• Assist Customer Service Manager in managing and monitoring call centre performance to ensure that Key Performance Indicators and Service Level Agreement are met, including validation of call centre reports.
• Monitor and manage the call centre's quality of replies and work with the vendor to implement quality improvement initiatives.
• Conduct independent audits on the call centre, work with the call centre vendor in identifying process/knowledge gaps, and institute improvement action plans.
• Implement, review, and streamline work processes, SOPs, and procedures to improve efficiency and quality of service.
• Monitor and analyze customer interactions. Perform data analysis on call drivers and interaction analytics on customer interactions, transactions, and feedback to better understand customer sentiments, enhance customer experience, and optimize call centre efficiency.
• Communicate and train the call centre on new business initiatives, systems, policies, and processes.
• Perform other duties assigned by supervisors.

Requirements

• Possess at least a diploma with at least 2 years of experience in a call centre environment.
• Strong communication skills, both written and oral.
• Good interpersonal skills, able to work independently as well as in a team.
• Proficient in Microsoft Excel; candidates with data analytical skills will have an advantage.

All successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

We regret that only shortlisted candidates will be notified.