Head Of Customer Experience – Philippines Job Vacancy in DMG Search Singapore – Updated today
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Full Details :
Company Name : DMG Search
Location : Singapore
Position :
Job Description : Job Description
A leading App platform in sharing economy with a comprehensive suite of on-demand booking and delivery services across Southeast Asia countries, is seeking for a highly calibre professional to head its Customer Experience division in Philippines.
SYNOPSES:
The Head of Customer Experience – Philippines, reporting to the VP, Customer Experience division, is responsible to fulfil customer satisfaction by providing problem-solving resources, managing day-to-day operations or activities of 24/7 Customer Service contact centre and city/branch outlets including managing, training, and guiding Customer Service Representatives to execute their tasks.
As part of management, the Head of Customer Experience is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to the customer at a satisfactory level.
ROLE AND RESPONSIBILITIES:
Managing and directing the daily inbound and outbound activities of a 24/7 contact centre environment in a Customer Service Department and city/branch outlets.
Supervising, planning, and managing functions related to voice, non-voice, and social media activities
Carrying out supervision, call monitoring, coaching, training, disciplining and reviewing all contact centre team leads and agents
Acting as an information source and answering agent’s questions, assigning tasks, following up and giving instructions as needed
Attending, following up and resolving customer complaints and questions
Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job
Carrying out performance measurement, monitoring and evaluation of all agents to improve the efficiency
Preparing and directing schedules, monitoring attendance of agents, scheduling break and shift as necessary
Practicing and ensuring compliance with that of all the organisation’s policies and procedures
Providing accurate reports and metrics to company management on the status and budget of ongoing projects and agreements
Managing the development on the team by ensuring that daily tasks and activities are in line with their career interests
Managing the remote monitoring and management system to ensure the consistency and accurate reporting of Customer Service
To guarantee customer expectation by ensuring communication with all parties in a constructive manner
Understanding overall team objectives, as well as the role and function of each team member
Conducting problem investigations and resolution as required
Improving performance by raising efficiency in sourcing new equipment
Updating databases, organizing activities related to maintenance and repair of equipment, ordering supplies and materials
Job Requirements
EDUCATION & WORK EXPERIENCE REQUIREMENTS:
Bachelor degree or associate’s degree from an accredited university
Minimum 10 years supervisory / managerial experience in a customer service environment in service industry, such as Telecommunications, banks, consumer goods, technology, airline, tourism, hospitality
KEY ATTRIBUTES / SKILL SETS REQUIREMENTS:
Proficient in both English and Filipino
Excellent communication, presentation and interpersonal skills
Experience in managing team, motivating, coaching and inspiring team members to achieve excellent service or sales target if necessary
Ability to deal with people from all levels professionally
Effective planning, organising, delegating, and time management skills
Experience and skill in areas such as process development and audit, quality management and training, as well as workforce management and reporting are highly desirable
Analytical and process oriented
Proficient in Microsoft Office an essential
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