Accountabilities and Job Duties
Oversee the operation of the customer service function and provide guidance and directions in the management, planning, organizing of the development of the customer care team
Identify and monitor key performances standards across operational departments and formulate improvement plan to ensure customers’ satisfaction
Develop, implement and monitor the performance of customer servicing activities to ensure conformance with team and company objectives
Develop and maintain resource forecasts to ensure adequate resources are provided for services to perform to the expectations of the customers and in alignment with the business objectives
Establish and maintain complaint handling system to track and maintain all information relating to complaint and make appropriate follow up in according to complaint handling policy.
Enforce customer service culture in customer care team and develop ongoing / ad-hoc motivation scheme to encourage performance
Develop strategy for outsourcing of call center services and managing outsource providers’ performance to ensure quality of services delivered.
Review the customer satisfaction survey scorecard and analyze trends and plans to enhance service and productivity
To be considered for the role, you should ideally have :
Bachelor's degree required
8-10 years solid experience in a call centre environment including 4 years of experience in leading a customer service team
Solid experience in leading service improvement projects
Prefer Certified Call Center Manager
Pass IIQA exam (Paper 1 and II) or relevant qualifications
Medical knowledge (diagnosis, procedure)