The successful candidate will lead and oversee the operations of customer service, including contact center and concierge. You must be capable of analyzing and developing solutions for any operations and service gaps. You will also be expected to drive a strong culture of service excellence and teamwork within the team.

RESPONSIBILITIES:

• Manage the day to day operations of contact center and concierge; ensuring adequate resources are in place to meet service levels and service standards.
• Analyze trends, call drivers and customer feedbacks to establish continuous improvements to process/procedures to close service gaps; from an end to end perspective
• Conduct through investigations with relevant stakeholders on complaints; with the responsibility to see the closure of case(s)
• Communicate effectively and coach/mentor executives and staff on monthly service levels, quality service standards and individual performance.
• Constantly review processes, procedures and systems in order to enhance the efficiency and effectiveness of operations
• Identify service excellence training programs to ensure FPH’s service standards relevance; and the reinforcement of FPH’s service culture

REQUIREMENTS:

• Degree in Business/Communications/Marketing or other related disciplines
• Minimum 4 years’ relevant experience
• Excellent verbal and written communication skills
• Experience in leading a team in a dynamic work environment
• Meticulous, analytical and be bale to multi-task under pressure
• Proficient in Microsoft Office applications

Thank you for your interest. Please send your CV in MS Word Format to asst-mgr-cs@hrx.sg for faster processing and include the following information:

• Date of availability/notice period
• Current/last drawn salary of last job
• Expected salary
• Reason for leaving past 3 jobs

We regret that only shortlisted applicants will be contacted.

Sarah Magnus @Nor’Ashiqin Magnus (R1549677)