Senior Customer Relationship Executive

Responsibilities:

• Manage and plan the day-to-day operations of a team of Contact Centre Agents
• Responsible for handling inbound / outbound calls, live chats and emails on a skill / prioritized basis ensuring adherence to all performance measures set within your respective team.
• Being able to multitask and handle concurrent enquiries is a key requirement for this role.
• Identify and propose new processes to improve the operational efficiency and effectiveness
• Handle challenging situations, complaints, and queries effectively under pressure
• Conduct weekly hurdles, regular review of staff call performance
• Working cohesively with other teams/stakeholders to achieve company and department objectives
• Prepare daily, weekly, and monthly reports relating to SLA and agent performance
• Handle ad hoc tasks assigned by Line Manager

Contractual Period:

• Permanent Role

Location:

• Ubi

Working Hours:

• Monday to Friday: 8.30am — 5.15pm

Salary:

• Up to $4,600 + bonus

Requirements:

• More than 5 years experience in call centre, telemarketing, customer service or sales role
• At least GCE “A” Level or Diploma in any field
• Preferred insurance certified papers such as BCP, PGI, HI or have contact centre experience preferred, but not a pre-requisite.
• Insurance experience is preferred
• Excellent customer services and problem-solving skills
• Effective oral and written communication skills to interpret customers’ need
• Strong interpersonal skills and professional demeanor
• A team player with a strong sense of responsibility and accountability
• Demonstrate flexibility and adaptability to work in a fast-paced and challenging environment
• Possess resilient, positive work attitude, analytical and meticulous
• Good time management and organizational skills
• Good computer skills and working knowledge of MS Excel and Word
• Good knowledge of Nice CX One and Microsoft Dynamics would be an advantage

Interested applicants, kindly email your detailed resume (MS Word format is preferred):

nicholas@successhrc.com.sg (Reg No: R1549023)

Please ensure that applications sent through email are no bigger than 1Mb.

We thank all applicants for your interest but regret to inform that only shortlisted candidates would be notified.

Success Human Resource Centre Pte Ltd (EA License Number: 97C4832)

3 Shenton Way, Shenton House, #19-01 Singapore 068805

T: 6337 3183 | F: 6337 0329 | W: www.successhrc.com.sg