Job Description

Job Title Operations Executive

Summary Working within our fun and conducive Integrated Customer Interaction Centre, you will lead a team of qualified agents to offer customers a one-stop service across our entire product/service range.

We provide excellent opportunities for self-motivated individuals like you with a desire to provide top quality customer service!



What is my role?

Primary Liaison

• Be the first responder to client queries and be primary client liaison

• Respond To Investigations & Appeals

• Analysis Of Trends

• Continuous Process Improvements

• Manage Ops

Operational

• Running Of Day-to-Day Operations

• Be responsible for adherence to KPIs, collate errors, AARs/ IRs for improvement

• Preparation of Reports \xe2\x80\x93 Daily, Weekly, Monthly (For Client & For Internal)

• Service Recovery

• Daily Debrief (ensure TLs do this regularly)

• Rostering

• Counselling & Coaching

• QA Handling Back Up

• Updating Of Staff Movements / Creations & Deletions of Accounts (Internally & Externally)

• Handle Escalated Cases

• Prepare and handle monthly ops meeting with the client (With involvement from the PM)

• Prepare and handle internal meets (with involvement from the PM)

Staff Development

• Development of Training Materials and Updating (Collaborating with PM)

• Development & Updating Of KMS, SOPs / FAQS (Collaborating with PM)

• Running Regular Tests for Identifying Gaps (Collaborating with PM/ Trainer)

• Training & Development Back up

• Retention & Recognition Strategies

• Monitoring/ measurement of staff performance

What about other benefits?

Completion bonus (1 month)

Renewable contract

14 days annual leave

What is the dress code like? Smart casual attire

What are my work hours like?

5 days\xe2\x80\x99 work week

Office hours

Where is the office located?

We are close to Kembangan and Bedok MRT

Do I qualify to apply?

Diploma holder in any disciplinary

Minimum 5 years Supervisory level in a contact center environment

I\'m ready to apply!

Apply now and get ready to be a part of our team!

Cushman & Wakefield is committed to equity in employment and our goal is to have a diverse, inclusive, and barrier-free workplace. If you are a person with a disability and need the job posting in an alternative format or any other accessible accommodations during the hiring process, please email your request to . Please refer to the job title and job location when you contact us.

Cushman & Wakefield