Job Description

Be a part of something BIG!In this role, you are responsible to take care a team of call handlers to ensure day to day operation and Service Level are met along with managing all customers inquiries.Make an Impact by:

• Lead, supervise and manage a team of Customer Care Officers (CCO), ensuring all customer requests from various sources are processed within performance and service targets.
• Provide team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals.
• Attend to difficult cases and thereafter brief CCO on how to handle such cases in future.
• Handle investigation and complaints pertaining to order processing.
• Manage high accuracy level of services by monitoring the QA results and drive quality awareness among staff.
• Prepare and monitor daily work schedules to ensure commitments to customers are met.
• Review and update workflow and procedures to close service gaps, ensure productivity and accept new workload relating to new products & services
• Provide marketing support on promotional campaigns as well as new product launch.
• Prepare reports on regular basis.
• Any ad hoc projects as assigned by the Manager

Skills for Success:

• Diploma or Degree holder in education course or equivalent.
• Minimum 2 years of experience in leading a team of agents.
• Demonstrate analytical / planning and decision making skills.
• Good Computer literacy.
• Good understanding on SingTel values
• Good customer service orientation.

Rewards that Go Beyond:

• Full suite of health and wellness benefits
• Ongoing training and development programs
• Internal mobility opportunities

Working Location:Sudong Sdn Bhd, Melaka Contact Centre, Level 9, Tower B, Jaya 99, No.99, Jalan Tun Sri Lanang 75100 Melaka.Your Career Growth Starts Here. Apply Now!

Singtel