Customer Experience and Operations Lead - Singapore - BGRS

Description

Who is BGRS?

At BGRS, we move the people that move the world, enabling opportunities by connecting people and places.

We relocate people across the globe, supporting and guiding their journey by administering benefits on behalf of our clients.

Synchronized with our clients for success, we transform mobility programs into a means of recruitment, development, and retention of talent.

Our client partners include some of the largest global organizations, as well as mid-tier growth companies and government agencies.

As a leading company in global talent mobility, we are committed to fostering an engaging, flexible, and inclusive environment that encourages growth and collaboration.

We look forward to welcoming you to our team where you can experience what partnership and talent mobility can achieve.

Role Overview

**In response to the COVID-19 pandemic all interviews are being conducted virtually.

If selected for an in-office position, you will work remotely while BGRS operates under mandatory telework.

What You'll Be Doing
General

• Manage and resolve escalations in a timely manner while demonstrating exceptional interpersonal skills with a customercentric mindset
• Monitor customer inquiry channels regularly to ensure resolution within the defined service level agreement (SLA) and implement any action plans based on survey results
• Ensure all service level data elements are timely and accurately entered into our operational database
• Ensures outlined Key Experience Metrics and customer/client SLAs (e.g. customer satisfaction, responsiveness) are met or exceeded.
• Provide recommendations to enhance procedures and processes, based on trend identification and reporting of key metric and in alignment with business objectives.
• Completes auditing and data quality review to ensure the accuracy of the team's work
• Ensure integrity of customer status and data by documenting requisite information in Zendesk
• With a continuous improvement mindset, identify opportunities for automation and improved efficiencies, work with the management team to implement
• Resolve technical issues and defects of varied scope and complexity
• Demonstrates openness, adaptability, positivity and receptiveness in order to fully embrace change and adjust within a dynamic business environment.
• You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation.
• Flexibility in work schedule may be required to support 24/7 business model.

People Management

• Coordinate and/or conduct training for all new hires and for employees on an adhoc, asneeded basis
• Provide leadership and direction to a team of direct reports in a matrixed environment
• Guide the team to success through meaningful performance objectives that align with organizational strategy
• Provide Employee feedback in weekly 1:1 sessions. Honestly evaluate, document, and discuss each direct report's progress toward objectives and goals
• Support team in all aspects of their employment, including: talent development, employee recognition, performance appraisals and also acting with immediacy for any areas for performance improvement
• Work with leadership and Workforce Management teams to ensure adequate staffing, delegation of work, resources, training and coaching

What You Bring to BGRS

General

• University or College Degree preferred or commensurate work experience
• Superior ability to identify and understand customer needs and address them in a timely manner
• Excellent written, verbal communication and interpersonal skills
• Ability to engage with clients in a supportive and confident manner as part of escalation management and resolution
• Exceptional customer service mindset in both proactive and responsive scenarios
• Background in omnichannel communication environment
• Digitally focused with demonstrated comfort utilizing multiple technology platforms as an integrated component of their daytoday role.
• Ability to multitask and prioritize in a fastpaced environment
• Able to operate in a team environment with shared goals and responsibilities, in support of positive customer experiences.
• Proficient in Microsoft Windows environment (Teams, Excel, Word, PowerPoint, SharePoint)
• Career oriented individual looking for a longterm association
• Experience providing highly organized delivery, demonstrable problemsolving skills and high attention to detail.
• Experience of exercising judgement in owning complex processes, through to completion and resolution.
• Able to think creatively and successfully navigate ambiguity to solve problems quickly and efficiently.
• Curiosity and hunger to learn and to grow alongside a transforming organization.
• Able to easily and quickly build trust across many customer persona/personality types
• Exceptional collaboration and partnership skills to work with leaders from different cultures and various locat