Manager, Customer Service, Cash Management Operations Centre

2-5 years
3800 - 7000 SGD monthly
7 days ago
Job Description

Job Responsibilities:

  • Ensures highest standard of service delivery to our customers.
  • Monitor and respond to incoming calls/emails/social media platform/written correspondences
  • Resolves CSO and customer issues
  • Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.
  • Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted.
  • Promotes a supportive environment in which employees are encouraged to solve problems and address customer issues.
  • Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs.
  • Conducts monitoring and coaching sessions
  • Provides on-the-job training and mentoring.
  • Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.
  • Involve in Department project

Job Requirements:

  • Bachelor's degree with 3 years of working experience in Contact Centre
  • Good People Management skills
  • Great communication skills
  • Adhere to Bank Policy and ensure SLA are met
  • Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.

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