Call Centre Operations Lead – Customer Service

Recruit Express Pte Ltd; Singapore; Hybrid; SGD 35,000 - 60,000; Full time

Job summary

Recruit Express Pte Ltd in Singapore is seeking an Operations Support professional to assist with daily channel operations, handle inquiries, escalations, and issue resolutions.

You will serve as the first point of contact for channel issues, develop responses for clearance with the Service Transformation & Planning Team, troubleshoot problems, document solutions, and contribute to knowledge base improvements, reporting to the team lead.

Responsibilities

• Support the execution of daily channel operations, ensuring smooth handling of inquiries, escalations, and issue resolutions.
• Act as the first point of contact for channel-related issues, ensuring timely resolution and escalation when necessary. Develop responses for clearance with the Service Transformation & Planning Team.
• Troubleshoot operational problems, document cleared responses, and maintain a knowledge base for future reference.
• Collaborate with the Quality Assurance Specialist to implement process improvements and support training initiatives.
• Provide feedback to the team lead regarding recurring challenges and opportunities for improving processes.
• Maintain accurate and up-to-date records of operations activities and provide administrative support to the team.
• Communicate and coordinate with internal and external stakeholders to address operational challenges.
• Assist in preparing reports and metrics for internal reviews and meetings.

Job description

Recruit Express Pte Ltd in Singapore is seeking an Operations Support professional to assist with daily channel operations, handle inquiries, escalations, and issue resolutions.

You will serve as the first point of contact for channel issues, develop responses for clearance with the Service Transformation & Planning Team, troubleshoot problems, document solutions, and contribute to knowledge base improvements, reporting to the team lead.