Executive (FairPrice Group - Customer Service, Contact Centre Operations)
About Us
FairPrice Group operates the largest supermarket chain and the largest cooked food hawker and cafeteria chain in Singapore. Today, with its multiple formats serving the varied needs and interests of people from all walks of life, FairPrice Group has kept pace with the changing needs of its customers.
The Team
We believe that diversity is key to driving an innovative, cohesive, productive and fun workplace! Be sure to be soaked in an environment with different ethnic groups driving innovation and injecting some creative juice as one!
Job Description
FairPrice Group is currently hiring for Executive, Contact Centre Operations and you will be reporting to Lead, Contact Centre Operations.
Duties and Responsibilities
You are responsible for leading a team of customer service officers for FairPrice Group, to deliver efficient and consistent customer service experience, regardless of the channel customers choose to contact us. Supporting the businesses from grocery to food and membership, you will:
- Ensure adherence to Service Level Agreements (SLAs), Standard Operating Procedures (SOP) and business continuity plans, surfacing gaps and incidences timely
- Manage the performance and maintain adequate governance oversight of the activities at the outsourced contact centre. Ensure that there are monthly meetings with the vendor to discuss their performance and bridge the gaps identified by customers/branches
- Handle escalated feedback and provide appropriate solutions in a timely manner
- Collaborate with internal and external stakeholders to resolve feedback and address operational challenges
- Foster a positive work environment and motivate the team to achieve and exceed organisation's goals
- Establish individual and team goals and review team performance for continuous development
- Work actively with Service Culture to identify training gaps and update of information in contact centre's SOP to improve operational efficiency and enhance customer experience
- Conduct performance appraisals and provide constructive feedback to direct reports
- Compile and analyse data for management reporting
Job Requirements:
- Degree or tertiary qualification in any discipline with minimum 2 years of experience in retail, ecommerce or customer service industry
- Excellent interpersonal, written and communication skills to establish good customer relationship with both internal and external stakeholders
- Highly customer service oriented, meticulous and resourceful
- Strong analytical and problem solving skills with the ability to work independently
- Strong leadership and adaptable to changes in a highly dynamic work environment
Good to have:
- Preferably at least 2 year of supervisory role experience with excellent leadership record
- Working knowledge in systems such as SAP or Zendesk is an advantage
