Uphold service standards by answering customers feedback including complaints and compliments - effectively, managing challenging situations/customers and ensuring prompt turnaround for all feedback, with consistent quality and within stipulated timelines
Manage escalations on customer feedback from various channels
Monitor service quality by conducting sample checks on calls and emails
Guide and counsel team members when they do not meet benchmark service levels
Liaise with internal stakeholders and follow up with external customers on all customer feedback.
Identify and drive process improvements, to ensure excellence in customer experience, timely delivery of services, optimum productivity and effective management of resources
Drive Service Excellence agenda
Lead and work on projects as assigned
Head, Customer Service & Assurance
Mon Fri; 9am 6:30pm
Raffles Place (Bank)
Up to $5,000 nego *Depending on qualification & experience
Degree holders and above,
At least 5 years of relevant working experience in customer service or customer assurance preferred
Customer-centric / Strong customer service mindset.
A good team player with commitment and initiative with willingness to step into a leadership role
Independent and resourceful, and able to work under pressure
Desire to help others with patience and empathy.
Meticulous, well organized and with ability to analyze and solve problems
Able to multi-task and effectively manage time
Interested applicants, kindly email your detailed resume (MS Word format is preferred):
(Reg No: R1107390)
Please ensure that applications sent through email are no bigger than 1Mb.
We thank all applicants for your interest but regret to inform that only shortlisted candidates would be notified.
Success Human Resource Centre Pte Ltd (EA License Number: 97C4832)
1 Sophia Road, Peace Centre,
#06-23/29 Singapore 228149
T: 6337 3183 | F: 6337 0329 | W: www.successhrc.com.sg