Posted on: 17/5/2017

Job type: Permanent

Sector: Financial Services

 
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One of the largest financial services provider is seeking to hire an energetic and dynamic individual to join its loyalty programme.

Key Responsibilities

Establish Best Customer Support Practices



The Customer Support Manager is responsible for creating policies and procedures for their staff. To ensure customers receive excellent and consistent service it is vital that all employees provide the same types of assistance and handle issues in similar manners. The Customer Support Manger must make sure their staff knows the policies and adheres to them at all times.

Hire and Train Employees

The hiring and training of staff usually falls to the judgement of the Customer Support Manager. This may include reviewing applications, conducting interviews, processing new hire paperwork, and providing on the job training or mentoring to new employees.

Analyze Metrics



The Customer Support Manager must analyze their support team to establish whether or not all personnel are following the best practices established by the Customer Support Manager. Standardized performance metrics should be established to ensure all employees are judged by the same measurements and criteria. There will be monthly or quarterly metric reviews of their entire staff. Providing consultation and solutions to poor performing staff members will be part of the assessment training.

Defuse Situations

An important part of the role is to defuse situations with unhappy customers. When customers are unable to have their needs satisfactorily met by talking with a Customer Support Agent, it is the job of the Customer Support Manger to take over and attempt to appease the customer. Good mediation skills are important to performing this duty.

Job Requirements

* University educational level or equivalent further education;
* People management skills, including experience of managing teams of 15- 20 people
* Extensive in-house contact centre management with a minimum of 10 years experience
* Flexibility, able to work various shifts if required
* Leadership flair with the skill to motivate others to perform and exceed expectations;
* Professional, proactive, positive and with a "can-do" attitude;
* Analytic skills and ability to understand and draw conclusions from data.

To submit your application, please apply online using the appropriate link below or email your CV in Microsoft Word format to jeremy.cheong@hudson.com. Alternatively, for a confidential discussion, please contact Jeremy Cheong in our Hudson Singapore office on 65 6430 5312. Your interest will be treated in the strictest of confidence.

Jeremy Cheong

EA Personnel Registration ID: R1109276

Hudson Global Resources (Singapore) Pte Ltd EA Licence: 03C4590
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