Customer Service Manager
Jurong, Singapore
Job Description
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Job ID:
CS_2023_1627_CSM
Job Type:
Full Time
Job Classification:
Assistant / Manager
Department:
Customer Service
Function:
Customer Service
Location:
Jurong, Singapore
Years of Experience:
3
Job Responsibilities/Requirements:
We are looking for a Customer Service Manager at our 1627 hotline team. Job Responsibilities
- Oversee 1 or multiple hotlines at M1 Contact Centre of 30-50 agents
- Manage a team of team leaders and call agents
- To actively review and manage the process for of continuous improvement in Customer Service standards processes
- On time recruitment to ensure adequate staffing
- Effectively assess call drivers and deflect call volume to digital channel
- Deliver expected results through a set of balanced score card which includes KPI like
- NPS & C Sat score
- First Call Resolution
- Service level performance
- Staff Development Matrix
- Any other assigned ad- hoc projects arising from M1\xe2\x80\x99s digital transformation journey
- Diploma or Bachelor Degree in any discipline Business Administration or related field
- Minimum 3 years of relevant experience as a Customer Service Manager
- Experience in telco industry is a plus
- Experience in IVR and workforce management system
- Excellent knowledge of management methods and techniques
- Awareness of the industry\xe2\x80\x99s latest technology trends and applications
- Ability to think strategically with strong ability in troubleshooting and multi-tasking
- Effective in communication with ability to handle difficult customer and staff situations
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Job Detail
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Job IdJD1305662
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationJurong, Singapore
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EducationNot mentioned