Customer Service Associate, $3500 (ID: 671784)

PERSOLKELLY Singapore Pte Ltd (Formerly Kelly Services Singapore Pte Ltd); Singapore; On-site; SGD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Care Specialist to enhance service quality and support the Contact Centre Manager. This role involves overseeing customer inquiries, resolving issues, and mentoring team members to ensure high standards of service. If you have a passion for customer service and experience in the travel industry, this is a fantastic opportunity to make a significant impact in a dynamic environment. Join a team that values excellence and customer satisfaction, and help shape the future of customer care.

Qualifications

• Minimum of 1 year of sales or service experience, preferably in the travel industry.
• Experience in a contact centre environment is an advantage.

Responsibilities

• Support the Contact Centre Manager in ensuring quality assurance and high customer service standards.
• Handle escalated complaints and monitor internal staff performance.
• Provide coaching and identify training needs for Customer Care Specialists.

Skills

Customer Service

Complaint Handling

Sales Experience

Coaching

Administrative Skills

Job description

Responsibilities

• Support the Contact Centre Manager in ensuring quality assurance and high customer service standards.

• Act as the main contact for Pacific and global members with resort issues, following the Global Member Servicing Policy.

• Oversee prompt resolution of Vacation Exchange check-in issues, deletions, and relocations within deadlines.

• Handle escalated complaints, ensuring proper compensation and customer retention.

• Monitor internal staff performance to ensure quality service to members, resorts, and the public.

• Provide coaching and identify training needs for Customer Care Specialists, while assisting with administrative tasks and reporting.

• Mentor new team members to meet management expectations in complaint handling and customer service.

• Manage calls, emails, and correspondence related to program inquiries, feedback, and complaints.

• Assist in developing and implementing customer service strategies and liaise with Account Managers.

• Offer guidance and support to the sales team in addition to daily Customer Care duties.

Requirements

• Minimum of 1 year of sales or service experience, preferably in the travel industry or a contact centre environment.

Interested candidates who wish to apply for the advertised position, please click on “Apply Now”. We regret that only shortlisted candidates will be notified.

EA License No: 01C4394 (PERSOLKELLY SINGAPORE Pte Ltd)

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