Customer Experience Quality Lead
WSH EXPERTS PTE. LTD.
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Job summary
WSH EXPERTS PTE. LTD. is seeking a skilled customer service professional to monitor and manage feedback across multiple channels and oversee the Authority's contact centre.
The role focuses on enhancing the CMS in collaboration with the system vendor, ensuring timely final replies and data analytics reporting to support continuous service improvements. The successful candidate will coordinate vetting of replies within one working day and collaborate with operation divisions to uphold quality
Qualifications
- Degree in mass communications, marketing, or related discipline.
- At least 3 years' relevant experience in customer service management, call centre management or quality service management.
- Strong analytical, interpersonal and communication skills.
- Excellent command of English.
- Experience in data analytics, and/or organization development preferred.
Responsibilities
- Monitor and manage feedback from multiple feedback channels.
- Monitor and manage Authority's contact centre.
- Enhance CMS by working with system vendor.
- Ensure final replies are issued to feedback providers within the service timelines.
- Respond to requests from operation divisions for vetting of replies within one working day.
- Submit monthly data analytics report to Authority.
Skills
Education
Tools
Job description
WSH EXPERTS PTE. LTD. is seeking a skilled customer service professional to monitor and manage feedback across multiple channels and oversee the Authority's contact centre.
The role focuses on enhancing the CMS in collaboration with the system vendor, ensuring timely final replies and data analytics reporting to support continuous service improvements. The successful candidate will coordinate vetting of replies within one working day and collaborate with operation divisions to uphold quality
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