Senior Customer Service Officer (Team Lead) / Contact Centre / Office Hour / East

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

Job summary

A leading global real estate services firm in Singapore is seeking a Contact Centre Manager to oversee daily operations and ensure efficient service delivery. The successful candidate will monitor staff performance and compliance with necessary training while fostering a supportive environment. Candidates should have a diploma and at least 5 years' experience in contact centre management, along with strong leadership and customer handling skills. This role offers a culture of career development and a commitment to diversity.

Benefits

Bonus for referring friends

Career development programs

Diversity and Inclusion commitment

Qualifications

• Minimum 5 years of experience in contact centre management or customer service.
• 3-5 years of managerial experience in a contact centre overseeing calls and correspondence.
• Experience in managing contact centre operations and team management.

Responsibilities

• Manage daily operations ensuring efficient service delivery.
• Monitor performance and provide periodic reports.
• Ensure compliance with training and qualifications.

Skills

Contact centre management

Customer service

Team management

Performance monitoring

Coaching

Education

Diploma in a relevant field

Job description

About the Role:

• Manage and oversee the daily operations of the project , ensuring efficient and effective service delivery for both calls and written correspondence.
• Monitor performance based on KPIs and provide project with daily and periodic call and case performance reports, including any ad-hoc reports as required.
• Ensure the contact centre team complies with the necessary training and qualifications to manage project's contact centre operations and feedback.
• Analyse feedback trends and report valuable insights to project to identify areas for improvement.
• Foster a supportive and high-performing environment that enables team members to thrive and develop their customer service and telephony skills.

About You:

• Diploma with at least 5 years of relevant experience in contact centre management or customer service environment.
• Minimum of 3-5 years of managerial experience in a contact centre setting, overseeing both calls and written correspondence.
• Experience with managing contact centre operations, including team management, quality assurance, performance monitoring, and escalation procedures.
• Experience in handling customer escalations and providing coaching on effective customer interactions.

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 organisation 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, colour, 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 than just talking about it - we live it. If you want to live it too, join us.