Deskripsi Pekerjaan
Join a dynamic team at Impact BPO and take your career to the next level!
We are currently seeking a dedicated and experienced Customer Service Manager to oversee our operations in Geylang. In this pivotal role, you will be the face of our commitment to excellence, ensuring our clients receive top-tier support while mentoring a team of talented representatives. If you are looking for good career prospect and want to make a tangible impact in the BPO industry, we want to hear from you.
As a Customer Service Manager, you will be responsible for driving customer satisfaction, managing team performance, and implementing strategies to optimize service delivery. You will act as a bridge between the client and the support team, ensuring that all inquiries are resolved efficiently and professionally. We offer a supportive work environment where your leadership will directly influence business outcomes and team morale.
We are currently seeking a dedicated and experienced Customer Service Manager to oversee our operations in Geylang. In this pivotal role, you will be the face of our commitment to excellence, ensuring our clients receive top-tier support while mentoring a team of talented representatives. If you are looking for good career prospect and want to make a tangible impact in the BPO industry, we want to hear from you.
As a Customer Service Manager, you will be responsible for driving customer satisfaction, managing team performance, and implementing strategies to optimize service delivery. You will act as a bridge between the client and the support team, ensuring that all inquiries are resolved efficiently and professionally. We offer a supportive work environment where your leadership will directly influence business outcomes and team morale.
Tanggung Jawab
- Lead, mentor, and manage a team of customer service representatives to ensure high performance and professional development.
- Monitor daily operations, handle complex escalations, and ensure all service level agreements (SLAs) are met.
- Develop and implement training programs to enhance product knowledge and soft skills within the team.
- Analyze performance metrics (KPIs) and customer feedback to identify areas for operational improvement.
- Collaborate with upper management to define service goals and strategies for growth.
- Maintain up-to-date knowledge of company products and services to provide accurate guidance to the team.
Kualifikasi
- Minimum of 2-3 years of experience in a Customer Service or Call Center management role.
- Strong leadership skills with the ability to motivate and drive team performance.
- Excellent verbal and written communication skills in English.
- Proven ability to handle conflict resolution and manage difficult customer situations.
- Proficiency in using CRM software and Microsoft Office Suite.
- Relevant Bachelor’s degree or diploma in Business, Communications, or a related field is preferred.