Service Quality Executive (Call Centre / Office hours / East)

C&W SERVICES (S) PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

C&W Services is seeking a dedicated individual to analyze and audit customer service performance while providing essential training to representatives. This role involves collaborating with leadership to enhance service delivery and customer experience. Join a leading global firm that values diversity and inclusion.

Benefits

Bonus for referring friends

Career development opportunities

Commitment to Diversity and Inclusion

Qualifications

• Diploma holder in any discipline.
• Prior experience in a contact center environment.
• Familiar with contact center performance standards.

Responsibilities

• Provide comprehensive training to Customer Service Representatives.
• Analyze service incident data and customer surveys.
• Develop and conduct targeted group coaching sessions.

Skills

Interpersonal skills

Writing skills

Education

Diploma in any discipline

Job description

This role is responsible for analyzing and auditing our customer service performance standards, and providing training where necessary.

About the Role:

1. Provide comprehensive training to Customer Service Representatives.
2. Analyze/audit service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the contact centre.
3. Provide structured and timely recommendations; verbal and/or written feedback to Project Manager, contact centre leadership, and operations.
4. Develop and conduct targeted group coaching sessions for customer service representatives that address service quality deficiencies and/or improvement opportunities.
5. Collaborate with contact centre leadership and operations to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.

About You:

• Diploma holder in any discipline.
• Prior experience in a contact center environment.
• Familiar with contact center performance standards, reports, and performance management.
• Good interpersonal and writing skills.

Why join Cushman & Wakefield?

As one of the leading global real estate services firms transforming the way people work, shop, and live, working at Cushman & Wakefield means you will benefit from:

• Bonus for referring friends.
• Career development and a promote-from-within culture.
• An organization committed to Diversity and Inclusion.

We have a vision of the future, where people simply belong.

That's why we support and celebrate inclusive causes, not just on days of recognition throughout the year, but every day. We embrace diversity across race, color, religion, gender, national origin, sexual orientation, gender identity, or persons with disabilities or protected veteran status. We ensure DEI is part of our DNA as a global community — it means we go way beyond just talking about it — we live it. If you want to live it too, join us.