Salary: 4000 - 5500 SGD / month

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Job content

Our client is a renowned world leader in Luxury goods covering Timepiece, Jewellery and Fashion.
We are seeking a team leader to lead a team of 5 staff to support their E commerce project for Singapore and Malaysia market.
Main Responsibilities
  • Deliver extraordinary service on inbound and outbound calls / emails / social media servicing / chat messages
  • Consult with our Clients to understand their needs and tailor unique solutions for each Client and provide relevant product offers
  • Address general and account-specific inquiries from our Clients and provide clear and concise information as needed
  • Use tools and resources to identify and anticipate client needs, in a commitment to maintain a first point of contact resolution
  • Meet and exceed performance goals that include, but are not limited to, client satisfaction results, sales and productivity targets and compliance regulations
  • Monitor incoming calls and agent status to ensure KPIs (Abandon Rate/Service Levels) are met daily.
  • Assist the Trainer in coaching and voice audit whenever required.
  • Handle customer escalations.
  • Review and identify areas of improvement and introduce new structures and processes as required.
  • Assist Operations Manager with forecast of call volumes and agent scheduling in accordance with business requirements.
  • Prepare routine reports and other administrative tasks as required.
  • Min. 3 years experience in call centre environment (Customer service or sales).
  • Possess maturity and leadership skills to lead a team.
  • Strong communication skills in Written and Spoken English
  • Willing to work on weekends and public holidays as per schedule.
Working Location: Tampines
Working Schedule: 5 day work week including 1 weekend and /or Public holidays
Interested candidates may send their updated resume indicating availability to [email protected]
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Deadline: 05-04-2024

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