Customer Service Lead - Singapore - MARIBANK SINGAPORE PRIVATE LIMITED

MARIBANK SINGAPORE PRIVATE LIMITED

Verified Company

Singapore

3 weeks ago

Posted by:

Wei Jie

beBee Recruiter

Lead the Customer Service Team to deliver efficient and excellent customer service experience to our customers

Monitor and resolve escalated customer and Contact Centre issues, providing timely resolution to minimise impact to customer and employee satisfaction
Plan upcoming goals and improvement initiatives
Develop effective customer service processes, procedures and standards, including establishing performance metrics (KPIs) and service level requirements
Promote a supportive working environment in which employees are encouraged to solve problems and address customer concerns
Recruit, mentor and develop customer service team
Review and prepare customer service statistics for tracking and reporting purposes
Manage system enhancements and projects related to Customer Service
Coordinate with internal stakeholders to establish possible root cause and solution on customerrelated issues while managing the response time to customer

Requirements:

Possess Bachelor's Degree / Diploma or equivalent
Minimum 3 years of relevant working experience in leading a team in the Contact Centre or Customer Service setting in banking industry
Previous Customer Service experience is a must
Solid knowledge and understanding of Contact Centre technology, processes and operations
Good knowledge of Microsoft Office Suite (Excel, Word, PowerPoint)
Highly collaborative and analytical with good verbal and written communication skills
Demonstrated ability to execute and manage end to end projects independently
Highly passionate and have a high sense of responsibility and accountability
Comfortable working independently in a fastpaced & dynamic environment while dealing with ambiguity