Manage the day-to-day call centre operations to ensure fast, accurate and effective management of order and customer care hot lines and to meet service levels at all times.
Responsible for tracking and analysing of call centre metrics, service performance and identify key drivers of productivity in the call centre.
Perform call audit assessment regularly to ensure consistency in the service provided by each customer service agent.
Ensure procedures for processing of item with sales restrictions, order that require price approval and other principal specified requirement are in compliance.
Ensure timely fulfilment of urgent orders through timely communication with warehouse and delivery team.
Ensure timely and complete update of all feedbacks in the Customer Relationship Management (CRM) System.
Handle customer complaints and perform service recovery promptly.
Track and monitor outstanding dockets assigned and to perform quality check on corrective actions to ensure timely and satisfactory resolution of issues.
Perform data analysis of customer feedback and identify areas for improvement.
Assist manager in the development of continuous business partnership and relationship with key customers, and conduct customer visit on a regular basis.
Propose and execute initiatives, strategies and action plans to enhance quality of service and improve service standard and workflow efficiency so that maximum results can be delivered.
Ensure compliance with ISO procedures.
Minimum Diploma holder with 5 years’ experience in customer service and order processing in a supervisory role
Knowledge and experience in AS400/computerised order administration
Good communication and interpersonal skills
Customer satisfaction oriented
Strong problem-solving skills
Kee Hwa Kheong(Ji Huaqiang) | R1333474