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Customer Experience Supervisor
Job updated 4년 이상 ago
Job Description
What you’ll do?
Manage multiple interactions live operations in 24x7 work shift environment
Manage a diversified team in a global set up environment and ability to take up customers escalations and assist the team to answer calls/live chat/emails if there is any out -surge
Conduct and create a highly motivated and performing team through managing frequent coaching, team meeting, huddle, one to one, team improvement plan etc
Prepare, monitor and adjust interval summary proactively to ensure Green SLA every day in all interactions
Work closely with WFM in managing call volume, out -surge, queue management, skills routing and Business Continuity Plan
Ability to carry out process improvement projects in creating a global contact centre of excellence
Additional duties or projects as assigne
Requirements
What you’ll need?
At least 1 year of experience in contact centre environment
Sound knowledge of basic contact centre management principles
Experience as team leader / team management is an advantage
Fluent spoken and written English. Fluent spoken and written Chinese is an advantage.
Fluent spoken and written in one of the Special Languages (any of the existing supported languages apart from English and Chinese) for the Customer Experience Supervisor (Special Languages) position
Flexibility to take overnight shift where required
Preferable bachelor's degree or above
Excellent knowledge in Excel, Macro, Powerpoints and Words
Eager to work in a small team and fast-paced environment
A start-up attitude – highly collaborative with an entrepreneurial, roll-up-your-sleeves attitude that’s not afraid to work independently when required
Globally-minded and comfortable working with people from a different cultural background and in different time zones
What you’ll get?
The rare opportunity to be part of building a global travel brand, ensuring its success and evolving it for the future
An environment that values honesty, transparency and respect with awesome co-workers globally
At least 1 year of experience in contact centre environment
Sound knowledge of basic contact centre management principles
Experience as team leader / team management is an advantage
Fluent spoken and written English. Fluent spoken and written Chinese is an advantage.
Fluent spoken and written in one of the Special Languages (any of the existing supported languages apart from English and Chinese) for the Customer Experience Supervisor (Special Languages) position
Flexibility to take overnight shift where required
Preferable bachelor's degree or above
Excellent knowledge in Excel, Macro, Powerpoints and Words
Eager to work in a small team and fast-paced environment
A start-up attitude – highly collaborative with an entrepreneurial, roll-up-your-sleeves attitude that’s not afraid to work independently when required
Globally-minded and comfortable working with people from a different cultural background and in different time zones
What you’ll get?
The rare opportunity to be part of building a global travel brand, ensuring its success and evolving it for the future
An environment that values honesty, transparency and respect with awesome co-workers globally
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新加坡商立福人事顧問有限公司台灣分公司
11 - 50 people
About us
作為新加坡，台灣，香港和中國最值得信賴的招聘機構之一，我們致力於為客戶和候選人提供全面的人力資源解決方案。作為HRnetGroup的一份子，我們建立了全面的招聘網絡。通過在亞太地區的13個城市開展業務，我們有能力幫助您在各種行業中進行招聘，並將您與合適的人員聯繫起來，以滿足您組織的需求。 RecruitFirst在新加坡已經建立了良好的聲譽，因為我們熱衷於將最優秀的人才推薦進最合適的組織中。
從第一天起，我們的宗旨就是「把您的專業變成我們的專業」。
從我們為客戶提供市場分析, 為求職者提供專業職能建議，我們的團隊付出最大的努力提供人力資源解決方案，對我們遇到的每一位客戶和求職者產生重大影響。
“永遠超越您的期待”就是我們對您的服務態度!
對於客戶, 我們著重深入認識彼此，了解他們的需要，以提供高質量的服務。對於求職者，超越履歷的內容，我們更在乎與求職者的關係建立與交流。對求職者的深入了解為我們的優勢，讓我們更能分辨為求職者配對的機會，是一個好的職位還是一個非常好的職位。
As one of the most trusted recruitment agencies in Singapore, Taiwan, Hong Kong and China, we are committed to providing holistic human resource solutions to our clients and candidates. We have established a comprehensive recruitment network as part of the HRnetGroup. With operations across thirteen cities in the Asia Pacific, we have the capability to help you recruit across a wide variety of industries and connect you with the right people to meet your organisation’s needs. RecruitFirst has developed a solid reputation as a recruitment agency in Singapore known for our passion in fitting the best people to the right organisation.
From Day One, we’ve set out to ensure that we know your business and make it a part of ours.
From the market insights we bring to our clients, to the 'in the know' advice we give to our candidates, our team works hard to provide human resource solutions that create a significant impact on the businesses and people that we meet.
Our approach to delivering these solutions stem from two key words – Going Beyond!
With clients, it is about going beyond the brief to truly understand and embrace the unspoken so that we’re always delivering top notch service.
For the candidates we meet, it always goes beyond the CV and engaging them on a personal basis. It gives us an edge, as we’re able to discern whether a potential placement we make is going to be just a good one or a really great one.
從第一天起，我們的宗旨就是「把您的專業變成我們的專業」。
從我們為客戶提供市場分析, 為求職者提供專業職能建議，我們的團隊付出最大的努力提供人力資源解決方案，對我們遇到的每一位客戶和求職者產生重大影響。
“永遠超越您的期待”就是我們對您的服務態度!
對於客戶, 我們著重深入認識彼此，了解他們的需要，以提供高質量的服務。對於求職者，超越履歷的內容，我們更在乎與求職者的關係建立與交流。對求職者的深入了解為我們的優勢，讓我們更能分辨為求職者配對的機會，是一個好的職位還是一個非常好的職位。
As one of the most trusted recruitment agencies in Singapore, Taiwan, Hong Kong and China, we are committed to providing holistic human resource solutions to our clients and candidates. We have established a comprehensive recruitment network as part of the HRnetGroup. With operations across thirteen cities in the Asia Pacific, we have the capability to help you recruit across a wide variety of industries and connect you with the right people to meet your organisation’s needs. RecruitFirst has developed a solid reputation as a recruitment agency in Singapore known for our passion in fitting the best people to the right organisation.
From Day One, we’ve set out to ensure that we know your business and make it a part of ours.
From the market insights we bring to our clients, to the 'in the know' advice we give to our candidates, our team works hard to provide human resource solutions that create a significant impact on the businesses and people that we meet.
Our approach to delivering these solutions stem from two key words – Going Beyond!
With clients, it is about going beyond the brief to truly understand and embrace the unspoken so that we’re always delivering top notch service.
For the candidates we meet, it always goes beyond the CV and engaging them on a personal basis. It gives us an edge, as we’re able to discern whether a potential placement we make is going to be just a good one or a really great one.
