Call Centre Quality Executive / Customer Service Quality Executive

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

PERSOL SINGAPORE PTE. LTD. is seeking a customer service professional to manage inquiries via email and phone, ensuring timely case resolution and accurate record-keeping.

The role involves coordinating with stakeholders, monitoring service quality, and contributing to process improvements and data analysis. The ideal candidate has at least 2 years of experience in contact centres or related roles, strong communication skills, and proficiency in Excel and CRM tools.

Qualifications

• 2+ years of experience in contact centre, customer service, quality assurance, operations or data-related role.
• Experience handling escalated customer cases.
• Strong communication, problem-solving and stakeholder management skills.
• Proficiency in Microsoft Excel and MS Office applications.
• Experience with CRM or case management systems is an advantage.

Responsibilities

• Manage and respond to customer enquiries via email and phone.
• Ensure timely resolution of cases and adherence to SLA requirements.
• Maintain accurate customer records, survey data, and case notes.
• Coordinate enquiries and follow-ups with relevant stakeholders.
• Prepare daily reports and escalation of complex cases when required.
• Monitor service quality, customer satisfaction, and operational performance.
• Support process improvements, SOP updates, and quality initiatives.
• Assist with data analysis, reporting, onboarding, and ad hoc projects.

Skills

Strong communication

Problem-solving

Stakeholder management

Detail-oriented

Multitasking

Education

Bachelor's degree

Tools

Microsoft Excel

CRM systems

MS Office

Job description

Key Responsibilities

• Manage and respond to customer enquiries via email and phone.
• Ensure timely resolution of cases and adherence to SLA requirements.
• Maintain accurate customer records, survey data, and case notes.
• Coordinate enquiries and follow-ups with relevant stakeholders.
• Prepare daily reports and escalation complex cases when required.
• Monitor service quality, customer satisfaction, and operational performance.
• Support process improvements, SOP updates, and quality initiatives.
• Assist with data analysis, reporting, onboarding, and ad hoc projects.

Requirements

• Singapore Citizen.
• Degree in any discipline.
• Minimum 2 years of experience in a contact centre, customer service, quality assurance, operations, or data-related role.
• Experience handling escalated customer cases.
• Strong communication, problem-solving, and stakeholder management skills.
• Proficient in Microsoft Excel and MS Office applications.
• Experience with CRM or case management systems is an advantage.
• Detail-oriented, organised, and able to manage multiple priorities independently.