- Monitors and evaluates quality evaluations submitted by internal and vendor quality teams, to ensure Quality & Service Standards, are consistently being practiced & adhered to by frontline agents
- Periodically review Quality & Service Standards, to validate / provide inputs to ensure that key areas impacting the Service experience is catered for
- Ensures Res & Ticketing Quality & Service Standards are updated and made available to key stakeholders in a timely manner
- Engage with centers on a regular basis to conduct briefing sessions with Operations to share areas of improvement.
- Provide specific, actionable, feedback to Contact Centre Managers & Vendor Quality Teams, regarding areas of strength and opportunities for performance improvement.
- Partner with PQM training team, as appropriate, and participate in service delivery training
- Provides regular reports with in depth insights on trends / observations from quality monitoring (drivers of poor quality) and make recommendations for continuous improvement
- Lead / Assist in Special Projects / Campaigns to promote Service Excellence, drive Change Management Activities & enhance Customer Experience
- Provides support to monitor and track Service Level Agreements (SLAs) and hygiene of the Quality Management Framework
- Lead, administer & facilitate calibration sessions to ensure clear & consistent understanding of Quality & Service Standards across centers
- Work closely with in-house operations and vendor Call Centre quality teams, to reduce levels of variance in applying / using Quality Service Standards
- Plays a key role in helping to achieve Standardized Global Experience through identification of different processes cross markets & Standards, and highlight best practices to Process Team for prioritization / review / implementation across centers
- Recommends improvements to the policies and procedures which affect customer service
- Assists and provides back-up with other duties, as assigned
- Diploma in any discipline
- At least 3 years of quality assurance experience, in contact center setting
- In-depth understanding of Reservations & Ticketing internal processing systems, internal controls, and regulations
- Good interpersonal & communication skills (Oral & Written)
- Proficient in all MS Office applications and good presentation skills
- Deep understanding of contact center QA best practices (Multi Channels, calibration, etc.)
-
Contact Centre Services Manager
1 week ago
DHL Supply Chain Singapore**About us** · At DHL, people mean the world to us. That's why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and ...
-
Contact Centre Services Manager
1 week ago
DHL Singapore**About us**: · At DHL, people mean the world to us. That's why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, an ...
-
Customer Service Officer, Contact Centre
2 days ago
Income Insurance Limited SingaporeAs the service ambassador of our company, you will identify and address customers' uncertainties. You will offer solutions and lend a helping hand in alleviating their concerns. Your active listening and reassuring voice will come a long way in ensuring that our policyholders' en ...
-
Contact Centre Services Jp Agent
2 days ago
DHL SingaporeCOMPANY DESCRIPTION · We are an international team of over 380,000 shipping professionals, united by a passion for logistics. And we work in a unique environment. DHL is as innovative as a start-up, with the power of an international organization. · DESIGNATION : [DHL Supply Chai ...
-
Customer Service Officer, Contact Centre
2 days ago
D L RESOURCES PTE LTD SingaporeShift Timings (Choose One Shift Option): · **1. Option #1: Non shift** · **Working Hours : Non-shift: 42.5 hours per week** · **Mon-Fri, 8.5 working hours between 7 am to 6.30 pm + 1-hour meal break in between** · **Or otherwise advised by the Client** · - **Week 1: Mon 7am-4.30p ...
-
NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD. Singapore**Senior / Customer Service Associate, Group Contact Centre** · As part of Group Contact Centre, the Senior / Customer Service Associate's key role is to provide Contact Centre services, such as handling of general enquiries, appointment scheduling requests, to patients and the p ...
-
EnviroDynamics Solutions Pte Ltd SingaporeLocation- Singapore- Experience- Job Type**Job Description**: · As part of Group Contact Centre, the Senior / Customer Service Associate's key role is to provide Contact Centre services, such as handling of general enquiries, appointment scheduling requests, to patients and the p ...
-
INCOME INSURANCE LIMITED Singapore**Description -** · As the service ambassador of our company, you will identify and address customers' uncertainties. You will offer solutions and lend a helping hand in alleviating their concerns. Your active listening and reassuring voice will come a long way in ensuring that o ...
-
ENVIRODYNAMICS SOLUTIONS PTE. LTD. SingaporeLocation: West · **Responsibilities**: · - Monitor performance real-time and manage resources / deploy manpower · - Prepare statistics and reports · - Share and broadcast updates to the team · - Execute new workflows, improvement initiatives and changes · - Conduct periodical tra ...
-
EnviroDynamics Solutions Pte Ltd SingaporeLocation- Singapore- Experience- Job Type**Job Description**: · **Responsibilities**: · - Monitor performance real-time and manage resources / deploy manpower · - Prepare statistics and reports · - Share and broadcast updates to the team · - Execute new workflows, improvement ini ...
-
Customer Contact Services
6 days ago
Singapore Airlines Singapur, SingaporeJob Description · The successful candidate will join the Customer Contact Services department and be part of the dynamic team that provides reservations support and member services to our customers. The candidate will undergo a month of training in reservations and customer relat ...
-
Customer Service Contact Centre
4 days ago
D L Resources Pte Ltd Singapore Full timeJob Responsibilities · . Ensures highest standard of service delivery to our customers. · . Respond and react in a timely manner to escalate fraud / scam service request. · . Investigate transactions flagged as suspicious timely. · . Maintains confidentiality of the Bank's custom ...
-
Customer Service Contact Centre
1 day ago
D L RESOURCES PTE LTD SingaporeRoles & Responsibilities · Job Responsibilities · Ensures highest standard of service delivery to our customers. · Respond and react in a timely manner to escalate fraud / scam service request. · Investigate transactions flagged as suspicious timely. · Maintains confidentiality o ...
-
Contact Centre Services Manager
5 days ago
DHL Aero Expreso Singapore Full timeAbout us · At DHL, people mean the world to us. That's why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and tog ...
-
Customer Service Associate, Contact Centre
14 hours ago
BGC GROUP PTE. LTD. SingaporeRoles & Responsibilities · Summary · Location: West (NTFGH/CCK Polyclinic/The Synergy) interchangeable · Working hour: 3 Rotating Shifts including midnight shift · Job Responsibilities · Deliver excellent customer service to callers by understanding caller's needs · Provide timel ...
-
Customer Services Lead, Contact Centre
3 days ago
Hyphen Partners Singapore Full timeOur client, a Digital Bank, is looking for a Customer Services lead to join them. In this role, you will lead the Customer Service team in Singapore and be the accountable service owner for all client service-related activities for the digital bank. · The ideal candidate for thi ...
-
Manager, Service Fulfillment, Contact Center
5 days ago
United Overseas Bank Singapur, Singapore Full timeManager, Service Fulfillment, Contact Center · Posting Date: 14-May-2023 Location: Alexandra (City Area), Singapore, · Company: United Overseas Bank Ltd About UOB · United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branch ...
-
Manager, Client Services, Contact Centre
1 week ago
United Overseas Bank Singapur, Singapore Full timeManager, Client Services, Contact Centre · Posting Date: 29-May-2023 Location: Singapore (City Area), Singapore, · Company: United Overseas Bank Ltd About UOB · United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches a ...
-
Manager, Service Quality, Contact Center
1 week ago
United Overseas Bank Singapur, Singapore Full timeManager, Service Quality, Contact Center · Posting Date: 14-May-2023 Location: Singapore (City Area), Singapore, · Company: United Overseas Bank Ltd About UOB · United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches a ...
-
Manager, Client Services, Contact Center
1 week ago
United Overseas Bank Singapur, Singapore Full timeManager, Client Services, Contact Center · Posting Date: 30-May-2023 Location: Singapore (City Area), Singapore, · Company: United Overseas Bank Ltd About UOB · United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches a ...
Customer Contact Services - Singapur, Singapore - Singapore Airlines
Description
Job Description
The successful candidate will join Customer Contact Services Department (CCSD) in Customer Services & Operations Division. At CCSD delivering excellent Customer Service is key to help differentiate & position us as a Global leader in our industry. He/she will be responsible for monitoring, analyzing, and working in collaboration with in-house operations and vendor Contact Centre quality teams to ensure high compliance to Reservations & Ticketing Quality Standards, to improve the quality of service to customers. He/she will play a key role in improving customer experience, by ensuring a clear understanding & high compliance to Res & Ticketing Quality Standards, and providing insights on key areas of opportunities to elevate the level of service.
Key Responsibilities include:
1. Evaluation of Customer Experiences
2. Performance Improvement
3. Reporting & Analysis of Data on Customer Experiences
4. Supporting Management in Improving Quality
Requirements
