Senior Customer Service Executive (Data Centre experience / 5 days)

Job order: 702394

Responsibilities:

1. Monitoring and managing the call centre’s performance, ensuring that Key
   Performance Indicators (KPIs) and Service Level Agreements (SLAs) are consistently met.
2. Validate and provide insights on call centre reports to the management team.
3. Oversee the quality of customer interactions.
4. Conduct thorough audits of the call centre’s operations, identifying process and knowledge gaps.
5. Develop and execute comprehensive action plans in partnership with the vendor to address and
   close these gaps.
6. Lead the implementation, review, and streamlining of work processes, SOPs, and procedures.
7. Perform in-depth analysis of customer interactions, identifying key call drivers and trends. Utilize
   interaction analytics to understand customer sentiments and improve customer experience.
8. Spearhead the communication and training of the call centre team on new business initiatives,
   systems, policies, and processes.
9. Act as a key support to the Customer Service Manager in strategic decision-making.
10. Undertake other duties and responsibilities as assigned by the manager.

Requirements:

1. Min diploma holder.
2. At least 3 years of experience in customer service in a data centre environment.
3. Prior supervisory experience/experience in managing a team.

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