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Manager – Customer Service Communications

Keywords / Skills : "customer services", "Customer Service", "Customer Service Executive", "Customer Care Executive", "Customer Support", "Customer Care"

5 - 10 years
Posted: 2019-05-22

Customer Service/Call Centre/BPO
Supervisor/ Team Leader
Posted On
22nd May 2019
Job Description
• Ensure the enquiries and requests received through emails are responded within the expected turnaround time;

• Assess and manage appeals, feedbacks and general complaints received from emails. Escalate higher level complaints to Managers and his/her immediate supervisors;

• Resolve any escalated cases assigned by Section Head & HOD;

• Review demand failure and implement process improvement to improve customer experience.

• Perform quality check & coach team members; and

• Other projects or ad-hoc assignments/tasks delegated by the Section Head.

Our Requirements

• Degree holder, candidates with Professional Certification in Insurance (i.e. M9, M5 and CHI) will be an added advantage;

• 5 year relevant working experience with minimum 2 years as people manager;

• As the role requires to converse with Chinese-Speaking customers, proficiency in written and conversational Chinese language is required along with English written & conversational skills.

EA License No. 01C4394 • EA Registration No. R1876730 (Asha Yadav)

About Company

About Kelly Services®
As a global leader in providing workforce solutions, Kelly Services, Inc. (Nasdaq: KELYA, KELYB) and its subsidiaries, offer a comprehensive array of outsourcing and consulting services as well as world-class staffing on a temporary, temporary-to-hire, and direct-hire basis. Kelly® directly employs nearly 500,000 people around the world in addition to having a role in connecting thousands more with work through its global network of talent suppliers and partners.

For more than 35 years, Kelly in Singapore has been partnering the finest local companies, key government agencies as well as some of the world’s most respected multinational companies to deliver the best talent in the market. Kelly centralised recruitment hub makes nearly 8,000 placements in Singapore annually.

Complementing our general staffing capability, Kelly also offers great expertise in the sourcing of specialised professionals across technical disciplines such as Engineering, Technology and Science, as well as functional specialties for Banking & Finance, HR, Sales & Marketing, and Procurement. Visit and connect with us on Facebook & LinkedIn.

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