Customer Service Manager

JUST RECRUIT SINGAPORE PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

JUST RECRUIT SINGAPORE PTE. LTD. is seeking a senior contact centre manager to ensure high service standards, oversee CSOs, and drive timely resolutions for customer inquiries in a banking environment.

The role requires a Bachelor's degree and 5 years in contact centre operations, with strong people management and communication skills, and a track record in meeting SLAs and policy compliance.

Qualifications

• Bachelor’s degree with 5 years of working experience in Contact Centre.
• Good People Management skills.
• Great communication skills.
• Adhere to Bank Policy and ensure SLA are met.
• Experience in Call Centre, Banking or Customer Service advantageous.

Responsibilities

• Ensures highest standard of service delivery to our customers.
• Monitor and respond to incoming calls/emails/social media platform/written correspondences
• Resolves CSO and customer issues
• Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.
• Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted.
• Promotes a supportive environment in which employees are encouraged to solve problems and address customer issues.
• Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs.
• Conducts monitoring and coaching sessions
• Provides on-the-job training and mentoring.
• Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.
• Involve in Department project
• Identifying areas for improvement and implementing process enhancements

Skills

People management

Communication skills

Education

Bachelor's degree

Job description

Job Responsibilities

• Ensures highest standard of service delivery to our customers.
• Monitor and respond to incoming calls/emails/social media platform/written correspondences
• Resolves CSO and customer issues
• Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.
• Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted.
• Promotes a supportive environment in which employees are encouraged to solve problems and address customer issues.
• Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs.
• Conducts monitoring and coaching sessions
• Provides on-the-job training and mentoring.
• Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.
• Involve in Department project
• Identifying areas for improvement and implementing process enhancements

Job Requirements

• Bachelor’s degree with 5 years of working experience in Contact Centre
• Good People Management skills
• Great communication skills
• Adhere to Bank Policy and ensure SLA are met
• Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.