Regional Contact Centre Executive - Pasir Panjang, Singapore - Samsung Electronics

Samsung Electronics

Verified Company

Pasir Panjang, Singapore

1 week ago

Posted by:

Wei Jie

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Position Summary

Role and Responsibilities

Maintain, produce a dashboard for contact centre/digital service related metrics and share monthly reports to the Subsidiaries
Expert in contact centre systems and tools with indepth knowledge of how these systems work to support the overall customer satisfaction, productivity of agents and effectiveness of operations.
Analyse trends and performances across various subsidiaries and report on key performance indicators. Follow up with underperforming subsidiaries to determine the root causes of underperformance.
Monitor subsidiaries processes to ensure adherence to procedures and policies. Design/recommend suitable interventions which may require onsite presence to implement change.
Analyse quantitative and qualitative data from customer feedback surveys to identify operational and process gaps and customer needs. Evaluate, organize and present data with the goal of highlighting useful information and supporting recommendations to improve overall customer satisfaction in the contact centre.
Support Subsidiaries RFQ exercises for vendor selection
Lead crossfunctional projects.
Knowledge of digital service systems and standards and how these systems integrate with other traditional contact centre channels.

Skills and Qualifications

Bachelor's degree in any discipline with at least 2 years of relevant experience in service quality or consumer research functions in either hospitality or retail industries and/or ecommerce
COPC certification would be a plus
Proven record of service process redesign and/or customer experience management capabilities would be an advantage.
Experience with training in a contact centre environment would be a plus.
Experience with change management and system transformation would be a plus
Intermediate to advanced proficiency in Tableau, Excel and PowerPoint
Familiarity with ServiceNow, Amazon Connect, Genesys & Sprinklr platforms would be a bonus
Ability to work in a team environment

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