Job Description

COMPANY DESCRIPTION
FairPrice Group operates the largest supermarket chain and the largest cooked food hawker and cafeteria chain in Singapore. Today, with its multiple formats serving the varied needs and interests of people from all walks of life, FairPrice Group has kept pace with the changing needs of its customers.
The Team We believe that diversity is key to driving an innovative, cohesive, productive and fun workplace! Be sure to be soaked in an environment with different ethnic groups driving innovation and injecting some creative juice as one! .
DESIGNATION : Assistant Manager (Service Culture)

RESPONSIBILITIES
FairPrice Group is currently hiring for Assistant Manager, Service Culture and you will be reporting to Lead, Service Culture.
Duties and Responsibilities We are looking for a candidate with a customer-centric mindset to uphold service standards in FairPrice Group, and support efforts to improve customer experience at our customer touchpoints. You will be involved in development and running foundational service training courses, service audits and customer satisfaction surveys across key customer touch points including email, call, counter and digital services and work with stakeholders on areas of improvement.

• Monitor overall service performance and identify key trends for service improvement
• Collaborate with other leads and team managers to understand performance gaps of teams and individuals
• Manage corrective action and continuous improvement
• Foster service excellence through training, cross-learning, and sharing of best practices
• Evaluate the effectiveness of the service training programs and maintain training metrics
• Establish governance and compliance framework
• Establish reward and recognition system that supports delivery of service standards and manage employee/agent experience
• Ensure systems are in place and utilised to capture and report service metrics including customer feedback or trends in product or service issues

QUALIFICATIONS

• Degree in any discipline with minimum 4 years of work experience in customer service environment, learning and development or quality assurance
• Detail-oriented with strong analytical and critical thinking skills
• Strong interpersonal and communication skills to engage internal stakeholders

Good to have

• Advanced Certificate in Learning and Performance

OTHER INFORMATION
Working Location: NTUC FairPrice Hub, 1 Joo Koon Circle