Responsibilities:
Operational Management
- To conduct timely evaluation of CSO telephone services to ensure service quality.
- Manage customer’s feedback/complaints to ensure service recovery is performed in a timely and customer focused manner, followed up with proper coaching of staff.
- Mentor, coach and develop direct reports for progression and encourage continued learning opportunities.
- Motivate and enable high performing and customer-centric teams.
- Establish a positive work environment
- Ensure all direct reports adopt and adhere to good management practices in accordance with HR & CCTR policies and procedures.
- Involve/ lead process improvement initiatives
- Clear Communication: Be able to speak and write in a way that customers and coworkers can easily understand.
- Good at Managing Time: Able to handle different tasks and know which ones are most important to do first.
- Problem Solving: Able to find solutions quickly when problems come up and make decisions that help customers.
- Attention to Details: Pay close attention to small details and make sure information is correct.
- Education: Must have a degree or similar qualification.
- Experience: At least 1 year working in a customer service job, like a contact center or helping clients.
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