Senior Customer Service Officer / Team Lead

Tele-centre Services Pte Ltd
Singapore
SGD 60,000 - 80,000
Job description

We are looking for a dynamic and customer-centric individual to join our call center team as a Senior Customer Service Officer / Team Lead. In this role, you will be the first point of contact for our valued customers, providing top-notch service and assistance. If this sounds like YOU, connect with us TODAY

Responsibilities:

  • Support the Operation Manager in managing day-to-day operations of our contact centre by providing coaching and training to the team members.
  • Conduct regular transaction monitoring and call reviews to ensure that due procedures and quality standards are strictly adhered to.
  • Ensure that training and development plans are in place to address any gaps in staff competency and weaknesses.
  • Manage fair and consistent application of performance management and disciplinary measures against performance lapses.
  • Work across departments to improve business processes and enhance efficiency.
  • Deliver operational results within agreed budgets, service levels and business targets.
  • Generate daily, weekly and monthly reports to clients and prepare monthly business review.
  • Other ad hoc duties as assigned.

Requirements:

  • Minimum 2 year(s) of relevant experience in supervisory role, preferably in a contact centre or customer service environment.
  • Tech savvy and has good knowledge of Microsoft Office (Word, Powerpoint & Excel).
  • Possess good interpersonal and communication skills, creativity and problem-solving skills.
  • Positive and able to motivate team to achieve business targets.
  • Good leadership and people management skills.
  • Able to work well in a team in a dynamic and fast-paced environment

We offer competitive compensation, ongoing training, and a supportive work environment.

If you’re enthusiastic, eager to learn, and ready to make a positive impact on our customers, we want to hear from you! Join our team and be part of an exciting customer care experience.

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