Contact Centre Executive - Singapore - Parkway Pantai

Parkway Pantai

Verified Company

Singapore

3 days ago

Posted by:

Wei Jie

beBee Recruiter

Description

Working hrs: 5days rostered (Mon-Sun)

No overnight shifts
To manage and ensure operations of the team at the optimized level.

Key accountabilities:

To ensure all enquiries are accounted and closed in a timely and professional manner
To manage escalated enquiries/customer resolution
To provide training/coaching to junior team members
To perform data analysis, findings and lead development of workaround solutions or/and projects
To perform transaction monitoring to ensure quality service delivery
To manage workforce management and ensure the performance of the team is optimized
To assist, manage and coordinate with relevant stakeholders on telephony fault reported pertaining to PABX system in hospitals and Call Centre
Ability to use and interpret multiple systems for reporting & monitoring team performance daily
Any other duties assigned by the supervisor

Qualifications & Experience:

1. Minimum Diploma and above
2. At least 5 years of call centre/customer service/nursing/telesales with experience in managing teams
3. Relevant working experience in healthcare industry is a plus
4. Demonstrates good verbal communication skills and ability to convey information clearly and effectively
5. Ability to effectively handle multiple tasks in a fast paced environment
6. Provides customer satisfaction to both internal and external customers and strives to continuously improve service quality
7. Ability to resolve issues of conflict in a tactful and professional manner
8. Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues
9 Familiar with contact centre telephony systems
10. Knowledge of CRM tool and Microsoft Office

Additional Information:

1. Good communication skills (both spoken and written) in English, Chinese
2. Must be a team player and problem solver
3. Good project management skill
4. Computer literacy is a must
5. Highly organized and efficient with the ability to multitask and work in a fastpaced and result driven environment