Deskripsi Pekerjaan
Join Impact BPO as a Customer Service Manager and unlock exceptional career growth opportunities in a dynamic call centre environment. We're seeking a dedicated leader to drive our customer service excellence initiatives in Geylang. This role offers a competitive salary package and a clear pathway for professional development within our growing organization.
As a key member of our operations team, you'll lead high-performing customer service representatives, optimize service delivery processes, and implement strategies to enhance customer satisfaction. Impact BPO provides a collaborative culture where innovation is encouraged, and your contributions directly impact our service quality and business success.
This position is ideal for ambitious professionals with proven leadership experience in customer service operations. You'll gain exposure to diverse industry practices while mentoring a team to achieve performance targets and maintain our reputation for outstanding service delivery.
Tanggung Jawab
- Lead, mentor, and supervise customer service teams to achieve performance targets
- Develop and implement service improvement strategies based on customer feedback metrics
- Monitor team performance metrics including call resolution times and customer satisfaction scores
- Coordinate cross-functional training programs to enhance team capabilities
- Handle escalated customer inquiries and resolve complex service issues
- Prepare regular performance reports for senior management review
- Ensure compliance with company policies and industry regulations
Kualifikasi
- Bachelor's degree in Business Administration or related field
- Minimum 3 years of customer service management experience
- Proven track record in team leadership and performance optimization
- Strong analytical skills with experience using CRM systems
- Excellent conflict resolution and communication abilities
- Certification in customer service management preferred
- Experience in call centre operations highly desirable