Executive (Customer Service) - 1 Year Contract
About Us
FairPrice Group operates the largest supermarket chain and the largest cooked food hawker and cafeteria chain in Singapore.
Today, with its multiple formats serving the varied needs and interests of people from all walks of life, FairPrice Group has kept pace with the changing needs of its customers.
The Team
We believe that diversity is key to driving an innovative, cohesive, productive, and fun workplace! Be sure to be soaked in an environment with different ethnic groups, driving innovation, and injecting some creative juice as one!
Job Description
You are responsible for leading a team of customer service officers for FairPrice Group, to deliver efficient and consistent customer service experience, regardless of the channel customers choose to contact us.
Supporting the businesses from grocery to food and membership, you will:
Ensure adherence to Service Level Agreements (SLAs), Standard Operating Procedures (SOP) and business continuity plans, surfacing gaps and incidences timely
Manage the performance and maintain adequate governance oversight of the activities at the outsourced contact centre.
Ensure that there are monthly meetings with the vendor to discuss their performance and bridge the gaps identified by customers/branches
Handle escalated feedback and provide appropriate solutions in a timely manner
Collaborate with internal and external stakeholders to resolve feedback and address operational challenges
Foster a positive work environment and motivate the team to achieve and exceed organisation’s goals
Establish individual and team goals and review team performance for continuous development
Work actively with Service Culture to identify training gaps and update of information in contact centre’s SOP to improve operational efficiency and enhance customer experience
Conduct performance appraisals and provide constructive feedback to direct reports
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