Job Description

• Customer Service

• 
  Full Time
  Executive
  Bachelor's Degree or equivalent | Diploma
  Singapore |
  Closing On 06 Jul 2022

About Us

As Singapore’s leading supermarket retail player and a household name close to all, we have grown with you over the years. It is now your turn to grow an exciting new career and fulfil your aspirations with us. Join us as we embark on a journey to make lives better for our customers, community, environment and employees. At NTUC FairPrice, we offer you more than just a job. We are committed in giving our employees a rewarding career through comprehensive development opportunities. We promise a wonderful workplace culture with ample opportunities for growth at different levels of your career. Every of our 10,000 employees across Singapore is important. If the prospect of working in an organization at the forefront of retail technology and innovation excites you, look no further. Grow your career with us today and make a difference. .

FairPrice Group is currently hiring for Executive/Senior Executive, Contact Centre Operations and you will be reporting to Lead, Contact Centre Operations.
Duties and Responsibilities You are responsible for leading a team of customer service officers for FairPrice Group, to deliver efficient and consistent customer service experience, regardless of the channel customers choose to contact us. Supporting the businesses from grocery to food and membership, you will:

• Ensure adherence to Service Level Agreements (SLAs), Standard Operating Procedures (SOP) and business continuity plans, surfacing gaps and incidences timely
• Manage the performance and maintain adequate governance oversight of the activities at the outsourced contact centre. Ensure that there are monthly meetings with the vendor to discuss their performance and bridge the gaps identified by customers/branches
• Handle escalated feedback and provide appropriate solutions in a timely manner
• Collaborate with internal and external stakeholders to resolve feedback and address operational challenges
• Foster a positive work environment and motivate the team to achieve and exceed organisation’s goals
• Establish individual and team goals and review team performance for continuous development
• Work actively with Service Culture to identify training gaps and update of information in contact centre’s SOP to improve operational efficiency and enhance customer experience
• Conduct performance appraisals and provide constructive feedback to direct reports
• Compile and analyse data for management reporting

Qualifications

• Degree in any discipline with minimum 5 years of experience in retail, ecommerce or customer service industry
• Excellent interpersonal, written and communication skills to establish good customer relationship with both internal and external stakeholders
• Highly customer service oriented, meticulous and resourceful
• Strong analytical and problem solving skills with the ability to work independently

• Strong leadership and adaptable to changes in a highly dynamic work environment

Good to have

• Preferably at least 3 years of supervisory role experience with excellent leadership record
• Working knowledge in systems such as SAP or Zendesk is an advantage

Other Information

Working Location: NTUC FairPrice Hub, 1 Joo Koon Circle

Posted On 06 Jun 2022