**Our Client is an established company in Singapore, who is seeking to recruit a Project Manager, Customer Support Systems. Project Manager, Customer Support Systems The Project Manager, Customer Support Systems is a key member driving this transformation and plays an important role in leading strategic projects on new digitized channels to paradigm shift the direction and approach of customer care. Job Responsibilities:
Conceptualise and implement enhancement of existing digitized customer care channels (Livechat etc) to improve adoption and/ or customer experience.
Establish short and long term goals and strategies of the new digitized customer care channel
Engage closely with the IT team and suppliers to determine the best technical implementation methods
Engage closely with contact centre to ensure smooth delivery of new processes, talent acquisition and training for the new digitized customer care channel
Execute project of the new digitized customer care channel
Own the result and establish key performance metrics and goals for the new digitized customer care channel. Coordinate with relevant teams to ensure that goals are met
Post implementation optimisation to deliver maximize performance and result of the new channel
Supporting day to day operations of the digitized customer care channels
Manage new and existing small to medium system/ application projects for internal users of Consumer Operations, including day-to-day operations
Bachelor degree in Business Management,
Technical knowledge is not mandatory but candidate must be able to appreciate and understand technology used for the digitized customer care channels and solution set up
2-3 years of project management or business analysis experience at a consumer technology company.
Self-starter, self-motivated, self-directed and self-sufficient. Able to hit the ground running.
With problem-solving mindset, able to learn fast and connect knowledge with operation needs to overcome challenges. An excellent problem solver, and not a messenger of problem
Detail-oriented with great organizational skills and meticulous in follow-up.
Able to follow through project from conceptualisation, launch and post launch operations
Ability to establish priorities, work independently, successfully execute multiple projects, and attain objectives with minimal supervision.
Agile under pressure with impeccable business judgment.
Results-oriented and work with a sense of urgency.
Excellent interpersonal and relationship building skills across several diverse technical and non-technical groups.
Excellent communication skills in all forms, including written and verbal.
Candidates with an IT background, strong business acumen and project management experience would be advantageous.
JJ Consulting Services EA Licence No.: 12C6207 Experience:
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases