Senior Customer Service Agent (Team Leader)

6 Fishery Port Road, Singapore Full-time

As one of the fastest growing e-commerce companies in Asia,RedMart.com offers an unparalleled startup experience. Our culture: entrepreneurial, fiercely intelligent, team oriented, deeply creative and whatever you add to it!  We’re fanatical about improving our customer experience and providing “wow” customer service.

We're interested in talented, creative and passionate people joining our All-Star team who believe in our mission: To save our customers time and money for the important things in life!

Some things to know before you apply:

  • We are growing tremendously fast!

  • We have big plans to disrupt the traditional retail market.

  • Everything we do is focused on empowering our customers.

  • We work really hard.

  • We have a lot of fun!

Job Overview:

The Senior Customer Service Agent serves as member of first line management within the Customer Service Department.  As such, the Senior Customer Service Representative provides team support and supervision on a day to day basis. The Senior Customer Service Representative is responsible for ensuring that the day to day operations is fulfilled and all service levels are met.

Duties & Responsibilities:

  • Provides daily leadership to customer service staff to meet customer expectation.
  • Acts as the first level of escalation for all customer disputes.
  • Identifies system and workflow improvements to enhance the team's efficiency.
  • Acts as the first level of resolution for all CS team member queries.
  • Monitor CS team members throughout the day to ensure adherence to all established policies and procedures.
  • Monitor call volume throughout the day to ensure Service Level KPIs are met.
  • Monitors and assigns ZenDesk tickets as needed to ensure response time within KPIs.
  • Coaches team daily on work procedures including but not limited to proper call handling and maintaining call quality standards; provides on-going feedback and acts as subject matter expert in addressing procedural issues.
  • Ensures customer satisfaction daily and leads other CS team members to always remain customer focus.
  • Prepares daily reports as needed and any additional projects as assigned by Manager.

Development Value:

  • Opportunity to be developed and developed others

Essential Experience Required:

  • 2 to 3 years prior experience in Customer Service related field, preferably in Call Center Environment.
  • Prior experience in the management of people
  • Willingness and ability to work on different shifts as directed
  • Experience working in a fast paced, ever changing environment, such as a start-up and transitional operation.

Essential Skills Required:

  • Ability to deal with multiple stake holders
  • Strong organizational skills
  • Strong communication skills
  • Multi tasking skills
  • Processes oriented
  • Project Management capabilities
  • Reporting and data analytical skills
  • Knowledge of call monitoring systems
  • Customer service oriented
  • Microsoft office (word, excel, etc)
  • Excellent telephone and listening skills
  • Knowledge of call center systems preferred.

Competencies:

  • Customer focus
  • Team work and collaboration
  • Planning and organization
  • Leadership skills
  • People management skills

Qualifications:

  • Candidate must possess at least Secondary School/N or GCE O levels
  • Able to start work immediate / within short notice.

Why you should join us?

  • Office located right beside Jurong East MRT station
  • A lot of opportunities for growth and progression within company.

Apply for this opening at http://RedMart.recruiterbox.com/jobs/fk0mxyw?apply=true