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Customer Care Executive

Date: 09-Apr-2019

Location: Singapore, Singapore

Company: Singtel

To lead a team of people to provide online chat support assisting customers with their enquiries, requests and feedback and convert chat opportunities into a positive experience. 

 

  • Lead and coach the team members to meet KPIs which includes Productivity and Customer Experience metrics
  • Manage and resolve customer escalations
  • Analyze, identify and recommend areas for improvement

 

The Ideal Candidate

 

  • A Diploma in Marketing, IT, Business discipline and/or an equivalent qualification
  • Experience in webchat and/ or Hotline environment would be an advantage
  • Experience in people management
  • Possess politeness, confidence, tact, patience, politeness, and diplomacy while dealing with complex problems and irate customers
  • Possess a good work attitude and must be meticulous, organized, reliable and able to handle work pressure well
  • Independent and able to work under minimal supervision.
  • Excellent communication skills in the English language, both verbal and written (particularly with grammar and professionalism), and a second language.
  • Excellent key-board skills, with the ability to multi-task with several online applications at one time.
  • A team player, must enjoy a fast-paced and dynamic environment, with proven ability to manage stress in a high volume work environment.
  • Adaptability to change and willing to work on shift
  • Proficient in Microsoft Office applications

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