Greenwich Drive (transport at Kovan, Serangoon, AMK, Woodlands, Tampines)
Responsibilities
· Conduct monthly auditing on team's calls in accordance to guidelines and SLA
· Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries
· Escalate the issues, needs and insights to Management when necessary
· Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP
· Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary
· Conduct systems, hardware, hotlines and recording testing
· Conduct monthly staff performance coaching and mentoring
· Manage staffing and leave matters
· Ensure service outcome and KPIs are met
· Provide shifts updates on service level, draw insights by periodically reviewing past calls
Interested candidates, do submit your resume to: OR telegram @jocelynchan
Jocelyn Chan| Consultant | Recruit Express Pte Ltd (Healthcare & Lifescience)
Company EA Licence number : 99C4599
Personnel EA License: R
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