Company Overview
Greensafe International Pte Ltd is a consulting, training, auditing, and outsourcing firm providing Workplace Safety & Health, Environmental, and Quality services to diverse industries and workplaces.
Job Summary
You will organize and lead performance meetings, ensure customer support staff competency and compliance, manage service recovery for escalations, and maintain effective communication with clients to drive service excellence.
Responsibilities
- Organize monthly performance meetings with clients and management to report on service performance outcomes
- Attend contract-related meetings with clients and other agencies to address operational and contractual matters
- Collaborate with clients to verify customer support staff competency, training completion, and qualification compliance
- Ensure customer support staff sign confidentiality and security undertakings and complete required security screening before deployment
- Facilitate training and development meetings to promptly share new information, updates, and service changes with customer support staff
- Continuously update customer support staff with operational knowledge and improvements to enhance daily work performance
- Manage service recovery for escalations by investigating issues, communicating with customers via phone, email, or face-to-face, coordinating with stakeholders, implementing corrective actions, and documenting all actions with updates to clients
- Investigate complaints or feedback and submit detailed written reports with recommendations within 3 days, unless an extension is granted
- Maintain constant availability via phone and email to respond promptly to client communications
