Advertised on 4-11-09. Application deadline on 3-12-09.
xcellink.pte.ltd is a Leading Recruitment Placement and IT Outsourcing Company. Xcellink provides Manpower and IT professionals and services to various multinationals and local corporations in both Singapore and Malaysia. It is a world of opportunities at Xcellink. We are looking at professionals like you and if you are interested in this position, join us by submitting your resume for this position. Please visit our company website at http://www.xcellinkgroup.com
License No. C670201B
Customer Service Supervisor (Ref:TH)
(Bangkok)
Responsibilities:
Responsible for performance management of a team of agents.
Management of daily activities of a team of call agents
Engages in Customer Escalations as requested by an agent or external customers
Ensures achievement of all system, team and individual Customer Service goals and standards
Manages Service Levels
Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
Appropriately engages in the Customer Satisfaction Escalation process
Responsible for administrative aspects including reporting
Requirements:
Minimum Diploma holder
Minimum 2 years of experience in customer service or helpdesk environment
In-depth knowledge of call center industry and performance metrics
Superior communication (oral, written), presentation, and interpersonal skills
Demonstrated ability to develop and implement process enhancements including technology and performance
Ability to plan, prioritize, organize and communicate/sell effectively
Proficiency in Call center applications, Work-force management applications, Quality tools and technologies, and other related Call Center software
Experienced in goal-setting (defining and prioritizing specific, driving objectives)
