Team Leader (Client Service and Sales) - Regional

View: 126

Update day: 05-06-2023

Location: East

Category: Consulting / Customer Service Other

Industry:

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.

Requirements

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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