Project Manager (Customer service)

WSH Experts Pte Ltd; Singapore; On-site; SGD 60,000 - 90,000; Part time

Job summary

WSH Experts Pte Ltd is seeking a Project Manager to organize and coordinate overall operations, and to lead monthly performance meetings with the team and management in Singapore. The role requires ensuring staff are trained and capable of delivering service excellence, handling escalations, and conducting timely service recovery activities.

The PM will participate in training and curriculum development meetings whenever there is information about new services or schemes.

Qualifications

• Manage and coordinate the overall operations.
• Conduct monthly meetings to provide performance updates.
• Ensure all staffs are qualified, trained, and capable of delivering good customer service.
• Handle customer escalations and perform service recovery when issues occur.
• Investigate complaints involving staff and submit investigation reports

Responsibilities

• Organize monthly team/management meetings to report performance.
• Ensure customer support officers are competent and able to deliver service excellence.
• Attend training and curriculum development meetings for new services/schemes.
• Perform service recovery and investigate incidents within 3 calendar days after notification.

Skills

Customer service management

People management

Training & development

Escalation handling

Performance reporting

Job description

Responsibilities

• The PM shall organize a monthly meeting with working team and/ or management to report performance.


• The PM shall ensure all customer support officers are competent and able to deliver service excellence and meet the qualifications and training requirements


• The PM shall be required to attend meetings in relation to training and curriculum development whenever there is knowledge/ information regarding new services/ schemes


• The PM shall perform service recovery activities when escalations arise from Customer service officers, any complaint or feedback in respect of any officer may provide relevant details of such incident within 3 calendar days after receipt of the notification, provide a written investigation report on the incident

Job Requirement

• Manage and coordinate the overall operations


• Conduct monthly meetings to provide performance updates.


• Ensure all staffs are qualified, trained, and capable of delivering good customer service.


• Handle customer escalations and perform service recovery when issues occur.


• Investigate complaints involving staff and submit investigation reports