Customer Service Executive (Case Management) - ezbuy
Customer Service Executive (Case Management)

Customer Service Executive (Case Management)


Full Time : $ 2200 - $ 2800 / PER MONTH
Full TimeOthers    
a month ago

Job Description

Under general direction, this position is responsible for supporting total quality methods, processes and procedures for the E-commerce’s Hotline platform. This position will help preserve service excellence through: monitoring and assessing customer interactions of Customer Service department; documenting agent performance strengths and weaknesses); highlighting immediate compliance issues; assisting in generating standard process measurement reporting; and developing quality guidelines and procedural manuals.

- Auditing Hotline for Customer Service department .
- Conduct Strategic Training to all CS.
- Assists Quality Manager in providing standard weekly and monthly reporting within predetermined reporting parameters.
- Works with Quality Leadership to continually define Quality Assurance guidelines.
- Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards.
- Offers suggestions for process improvement to foster exceptional customer experience.
- Assists with the creation and updating of procedure/training manuals.
- Maintains overall objectivity in supporting consistent other adhoc duty assigned by QSM
- Working closely with Dispute Manager and all other external management to ensure quality in satisfaction rate and Soft skills.

Job Requirements

Minimum education of Diploma
1 to 3 years of progressive work experience in Quality Assurance/Auditing, Call Centre, or Customer Service preferred
Managed customer care experience

Work Location (MRT)

Work Location


Get In Touch

   +65 6904 9612

   75 Ayer Rajah Crescent,
       #01-04 Singapore 139953
        View map here

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