Duties:

• The main point of contact is with the Funeral Director and Assistant Operations Manager
• Ensure smooth day-to-day operations and consistency of best service attitude to clients
• Ensure the customer service team maintain good company image
• Improvise, implement, and propose to the improvement of work procedures
• Plan and conduct on-job-training for new employees and/ or existing team members
• Manage the Customer Service Team
• Oversee and follow up on the consolidation of feedback from the respective frontline teams and clients. Reviewing the feedback/ complaints received
• Proper understanding of the industry and services provided, giving clients a clear information on what they require
• Deliver top-notch quality service to clients
• Ensure guidelines, policies and other procedures are aligned
• Managing incoming calls, and inquiries and handling complaints providing clients with alternatives or appropriate solutions
• Review the standard operating procedures (SOPs), forms, templates, and lists to ensure operational efficiency in consultation with the team
• Manage the morale, welfare, and health of the Customer Service Team
• Handle human resource matters, including leave approval, overtime, and urgent requests (if any).
• Act on disciplinary issues [if any] in a timely manner
• Advise Managing Director on staff performance (reviews and assessments)

Requirements:

• At least a Diploma in Business Management or related fields.
• Min. 4 years of experience in a call center or hospitality industry with at least 2 years in a supervisory capacity in managing a team.
• Strong customer centric personality with excellent analytical and problem-solving skills.
• Excellent conflict resolution skills and ability to handle difficult customers and issues.
• Strong work ethics, team player, customer oriented with meticulous mindset
• Self-motivated person who can bring ideas and improve our existing processes
• Proficient in Microsoft applications

If you are shortlisted for the first round of screening, our Recruiter will contact you directly.

EA License No: 21C0571 | EA Reg No:21103634 (Johnny Wu)