Customer Relations Executive

Location: Central Region
Job Type: Permanent
Reference: JO-1906-5209

Your purpose

Assist the Manager in the day-to-day TL Customer Relations Centre operations


Job Description

  • Conduct interviews for potential employees when the need arises to recruit new staff
  • Arrange and conduct counselling sessions for Supervisors
  • Monthly verification of TL staff’s shift and overtime allowances
  • Updating of Reports
    • Update CRC calls statistics to the operations shared folder on a daily basis
    • Prepare monthly CRC service level standard statistics for management report
  • Oversee Smooth Operations of CRC
    • Ensure smooth operations of CRC and report any problems that might hinder the effective functioning of CRC
    • Monitor the daily call fluctuations and recommend the appropriate workflow to suit the changes in the call flow
    • Conduct call evaluations to monitor the Supervisors and agents’ call performance.
  • Ensure CRC Established Service Level Standards Are Met
    • Ensure that the established CRC daily service level standards are met
    • Assess the Training Needs for CRC Staff
    • Assess the training needs for the CRC staff and recommend the appropriate content of training for the respective staff
    • Conduct training for Supervisors and agents when the need arises
  • Updating of CRC Quick Reference Guide and Operations Manual
    • Update CRC Quick Reference Guide and Operations Manual periodically or on ad-hoc basis
  • Liaise with External Parties & Vendors
    • Liaise with external parties and vendors regarding system enhancement, maintenance of equipment and other issues
  • Investigate and verify any violation Arising from Audit Checks
    • Investigate and revert to External Audit for any CRC staff caught violating any procedures during audit checks conducted
  • Handling Escalation Cases
    • Investigate and follow up on complicated customer issues and handle difficult customers
  • Leave Approval
    • Oversee projects that CRC team is undertaking
    • Perform any other duties as instructed by Manager, Customer Relations Centre

Qualification

  • Minimum Degree Holder
  • Minimum 2-3 years supervisory experience in a call centre environment

Soft Skills

  • Able to multi-task and work without much supervision.
  • Good decision-making and analysing skills
  • Good call handling skills and able to handle difficult customers with tact
  • People-oriented with great team spirit
  • Great leadership and coaching skills
  • Good written and verbal communication skills