Role: Contact Centre Lead
Location: Singapore
Client: IT Services (Govt Project)
Duration: Permanent
Responsibilities:
- Support the day-to-day Contact Centre operations for GovTech Operation Centre
- Oversee and monitor performance of customer service officers to ensure service levels are met
- Handle complaints/ feedback and resolve issues by performing service recovery , escalate to Superior when need arises
- Investigate causes of discrepancies and complaints and to take corrective actions
- Disseminate operational updates/ information to staff promptly and accurately
- Conduct on-the-job training and refresher training programs
- To liaise with product manager for product onboarding and monthly reporting
- Support Contact Centre operation as per the role of a customer service officer in the event of shortage of staff
- Any other relevant duties as and when assigned by the Supervisor
Requirements:
- Minimum GCE ' A' Level/Diploma/Degree in any fields
- 5+ years of working experience as a team leader in frontline customer service.
- Prior experience in Government Technology agency will be an added advantage
