In your role:
- Lead a team of customer service staff for optimum performance for call centre and ticketing operations.
- Monitor and analyse Call Centre Service Level and performance improvement.
- Plan roster for call centre to ensure optimal staff strength for operations.
- Prepare monthly payroll for part timers.
- Recruitment of staff and ensure sufficient of manpower pool.
- Handle escalated customer issues eg, complaints, feedback, exchange/refund requests,etc.
- Oversee and ensure customer cases are recorded, followed up and resolved within service benchmarks.
- Oversee and allocate resources for outbound calls for cancelled, postponed or relocations of shows.
- Maintain the Call Centre equipment and inventory.
- Handle credit card dispute cases.
- Follow up on IT related issues and ensure issues are fixed.
- Manage ad-hoc projects.
- Any ad-hoc duties assigned by Manager and/or HOD.
Requirements:
- Diploma in Business Administration / Hospitality & Tourism.
- At least 3 years’ experience in customer service.
- Interest in the arts and entertainment industry.
- Proficient in Microsoft Office.
- Good interpersonal, communication and organizational skills.
- Team Player.
- Ability to communicate and interact with peopled at all levels and work independentlywith minimal supervision.
- This job requires to work off-site from time to time.
- 1 year contract convertible to permernant.
