Senior Customer Service Specialist (West | Call Centre | Office Hours)

TDCX Singapore; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

TDCX Singapore is seeking a team manager to oversee day-to-day team performance, foster communication, and ensure quality service delivery. The ideal candidate will have 3 years of experience in management, strong communication skills in English, and a sales-driven attitude. This role offers comprehensive benefits and opportunities for professional growth within a vibrant workplace located in Jurong, Singapore.

Benefits

Attractive remuneration

Performance incentives

Comprehensive medical insurance

Flexible working arrangements

World-class workspace

Qualifications

• Preferably with 3 years of working experience in the related field.
• Experience in managing a team.
• Highly self-motivated, energetic and sales driven with a positive attitude.
• Strong communication skills.
• Excellent verbal and written communication skills in English and the language of the supporting market.

Responsibilities

• Manages team members in the day-to-day performance of work, provides leadership and coaching.
• Performs transaction monitoring to ensure client's service quality is consistently achieved.
• Coordinates and distributes work, monitors workloads and backlogs and makes necessary adjustments.
• Identifies areas of improvement and introduces new structures and improved processes.
• Fosters team discipline, communication and morale to strengthen teamwork.
• Works with clients and executes service recovery actions resulting from service shortfall.
• Constantly updates and reinforces the team on existing products, services and operational procedures.
• Ensures that team members are fully briefed on new information.
• Collates and reports the agreed statistics on a daily, weekly and monthly basis.
• Any other duties and responsibilities as assigned by management.

Skills

Communication skills

Team management

Sales driven

Self-motivated

Job description

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!

Top reasons to work here:

• Attractive remuneration, great perks, and performance incentive

• Comprehensive medical, insurance, or social security coverage

• World-class workspace

• Engaging activities and recognition programs

• Strong learning and development plans for your career growth

• Positive culture for you to #BeMore at work

• Easy to locate area with direct access to public transport

• Flexible working arrangements

• Be coached and mentored by experts in your field

• Join a global company, winner of hundreds of industry awards

What is your mission?

• Manages team members in the day-to-day performance of work, provides leadership and coaching.

• Performs transaction monitoring to ensure client's service quality is consistently achieved in accordance to service level standards.

• Coordinates and distributes work, monitors workloads and backlogs and makes necessary adjustments.

• Identifies areas of improvement and to be able to introduce new structures and improved processes as required.

• Foster team discipline, communication and morale to strengthen teamwork within the team.

• Work with clients and execute service recovery actions resulting from service shortfall.

• Constantly update and reinforce the team on existing products, services and operational procedures.

• Ensure that team members are fully briefed on new information within agreed time frame in order to effectively carry out their role.

• Collate and report the agreed statistics (in their respective job scope) on a daily, weekly and monthly basis.

• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

• Preferably with 3 years of working experience in the related field is ideal for this position.

• Experience in managing a team.

• Highly self-motivated, energetic and sales driven with a positive attitude.

• Strong communication skills.

• Excellent verbal and written communication skills in English and the language of the supporting market.

Additional Information:

• Training provided (estimated 2 to 4 weeks)

• Working days: Monday to Friday: 830 am to 6 pm SGT

• Working Location: Jurong (West region of Singapore)

• Salary Remuneration: Attractive basic salary with monthly KPI incentives

*Only shortlisted candidates will be notified