Associate, Customer Care
Singtel
Date: 2 weeks ago
City: Malacca
Contract type: Full time
Be a part of something BIG!
We’re looking for Associate, Customer Care who is responsible for overseeing the day-to-day operations of the contact centre, ensuring the delivery of high-quality service, operational efficiency, and optimal resource management. This role plays a critical part in driving performance, maintaining service standards, and supporting continuous improvement initiatives aligned with organizational goals.
Make An Impact By
We’re looking for Associate, Customer Care who is responsible for overseeing the day-to-day operations of the contact centre, ensuring the delivery of high-quality service, operational efficiency, and optimal resource management. This role plays a critical part in driving performance, maintaining service standards, and supporting continuous improvement initiatives aligned with organizational goals.
Make An Impact By
- Provide leadership and to develop team’s capability and competency to build high performance team and sustainability
- Drive innovation in customer service, system, process, and operations
- Lead and supervise various function and ensuring all customer requests from various sources are processed within performance and service targets such as Service Level, Customer Experience, Quality etc
- Provide constructive feedback - Coach, mentor, motivate and evaluate the performance of the team on a regular basis.
- To manage Top Management escalation call (Manager call back) via phone call or email
- To ensure all the updating of Performance & Management Reports done on time and accurate
- To identify any trainings and development for the team leaders and customer care officers/executives
- To review the Policies, Procedures and SOPs
- To involve in the Budget and Headcount Planning (AOP) for operations
- Participate in ad-hoc projects as requested.
- At least Bachelor Degree in Business Administration and relevant course
- At least 5 years of leadership experience with a passion, preferably in contact centre environment
- Strong analytical, problem solving skills and critical thinking
- Skilled in using reporting tools (Excel/Power BI/Tableau) to track KPIs, identify trends, highlight gaps, and support data-driven decision-making.
- Ability to thrive in fast -paced high volume environment
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