Quality Service Executive (Mon-Fri)

PERSOL; Singapore; Sur place; SGD 42 000 - 60 000; Plein temps

Résumé du poste

PERSOL is seeking a dedicated contact center professional for a Singapore on-site role at Clarke Quay. You will handle mailbox enquiries, resolve customer issues, and distribute follow-ups to relevant teams while maintaining a strong focus on service quality.

You will ensure SLA compliance, prepare daily reports for the Quality Service Manager, and escalate complex cases promptly. A degree and 2 years of relevant experience are required, with Excel and CRM proficiency preferred.

Qualifications

• Degree in any field is required.
• 2 years of Level 2 call centre experience or related roles.
• Experience handling escalated cases and high-volume email work.
• Strong written and verbal communication with attention to detail.

Responsabilités

• Handle mailbox enquiries and resolve customer issues via email and calls where applicable.
• Distribute enquiries and follow up actionable items to relevant teams and departments.
• Meet SLA by replying to emails within 5 working days and following up on cases.
• Provide daily email summaries to Quality Service Manager and stakeholders.
• Highlight and escalate challenging issues or complaints promptly.
• Ensure proper filing of cases into shared drives.
• Prepare feedback on service quality and recommend productivity improvements.
• Compile data on contact centre performance to execute improvement strategies.

Connaissances

Communication skills

Attention to detail

Customer focus

Problem solving

Independent work

Prioritization

Formation

Degree in any field

Outils

Excel

CRM/case management

Description du poste

Start Date: December 2026

Contract: Yearly renewable

Working days: Monday - Friday, office hours
Location: Clarke Quay

• Handles mailbox enquiries and resolves customers issues via email communication and personalised calls (where applicable).
• Responsible for distributing enquiries and to follow up actionable items to relevant teams, stakeholders, and departments.
• Fulfils the Service Level Agreement (SLA) by responding to all emails within 5 working days and ensures follow up of cases within SLA independently.
• Provides daily email summary report to the Quality Service Manager, management and stakeholders.
• Highlights and escalates challenging issues or complaints received through mailbox channels promptly.
• Ensures prompt filing of on-going or closed cases into the respective folders within shared drive.
• Prepare feedback on service quality across the contact centre and provides recommendations on ways to improve productivity and customer satisfaction to achieve highest level of service excellence.
• Prepare data such as contact centre daily service level, customer satisfaction, surveys data accuracy and call/complaint logs to execute strategies and techniques which enhances the overall effectiveness of the contact centre operations.

Requirements

• Singaporean
• Degree in any field
• 2 years of relevant Level 2 call centre experience, quality assurance, operations, or data-related roles.
• Experience handling escalated cases
• Strong written and verbal communication skills with excellent attention to detail.
• Experience handling high-volume email correspondence while maintaining quality standards.
• Customer-centric mindset with good problem-solving skills.
• Proficient in MS Office (especially Excel); CRM or case management system experience is an advantage.
• Ability to work independently, manage priorities, and collaborate effectively with others.
• Proactive, adaptable, and improvement-driven attitude.