CUSTOMER SERVICE ASSISTANT MANAGER/MANAGER

We are looking for a positive, proactive and super driven Customer Service Assistant Manager/Manager to join us our Customer Service team.

The Customer Service Assistant Manager/Manager is responsible for the overall direction, coordination, quality and productivity of the Customer Service centre. He/she will work closely with front line staffs, support departments, internal stakeholders and the management in support of business needs.

This role is ideal for a highly self-motivated individual who has substantial team management experience in a contact centre environment, passionate about providing the best possible levels of customer services and has experiences with motivating and driving performance improvements within the team.

Roles and Responsibilities

As a Customer Service Assistant Manager/Manager, you will lead and manage a team of Customer Service Officers; be responsible for the overall direction and key performance indicators of the team
Carry out supervisory responsibilities in accordance with OSIM’s policies and procedures to meet Service Level Agreements set out. Additional responsibilities include interviewing, training and motivating employees; planning assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
Implement and monitor service quality bench-markers and assists in the development of solutions and conceptualise programs aimed at addressing customer issues, concerns, complaints and suggestions with customer centricity at the heart of the decision
Ensure compliance to governmental standards for retails personnel selling behaviour (sales of good act) and usage of consumer data (personal data protection act)
Continuously review standard operating processes and workflows to identify ways to improve and increase customer satisfaction and operational efficiency
Leverage data, reporting and analytics to assess operational effectiveness and communicate results to internal stakeholders and management
Help maintain a comprehensive knowledge base library with diverse resources for team members to have at their disposal and to use quickly and effectively to resolve customer issues
Work closely with internal stakeholders to support investigation and service recovery process
Take ownership and resolve accordingly any urgent or critical service issues escalated by the Customer Care Team

Job Requirements

5 or more years of contact centre/customer service management experience preferred
Experience with call centre phone systems, call routing applications, order management systems, case management systems, chat solutions, social media platforms, in-store pickup functionality preferred
Proven organisational, project management skills, analytical and effective problem resolution skills
Proven people management skills; for building relationships with colleagues at all levels
Customer centric with a proactive, positive and “can-do” attitude
Excellent communication skills both written and verbal
Leadership flair with the skill to motivate others to perform and exceed expectations
Professional, proactive, positive and “can-do” attitude
Manage pressure effectively
Experience of setting up and developing contact centre is an advantage

Interested and suitable candidates, please send your resume and portfolio to hrenquiry@osim.com.sg.

We regret that only shortlisted candidates will be notified.

CUSTOMER SERVICE ASSISTANT MANAGER

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