Reporting to the Head of Customer Experience for the Consumer Division, you will be responsible for leading a team of Customer Experience Officers to maintain and improve service standards for our newspaper and magazine customers. Your key duties include overseeing the daily operations at the Contact Centre, managing staff, handling escalation cases, reviewing SOPs and collaborating with other divisions and departments on projects to enhance the customer experience and journey.   

Roles and Responsibilities

• Set, communicate, review and improve existing policies and processes

• Understand customer pain-points, collate the feedback and analyse / relay the information to improve the customer experience

• Handle high-level escalation cases across the touchpoints of call, email, chat, walk-in and written correspondence

• Participate in or lead CX-related projects and assignments, which typically require cross functional collaboration with other divisions or departments e.g. technical, digital and marketing teams

• Recruit, lead and motivate a team of Customer Experience Officers / Team Leaders to instill a customer-centric culture

• Manage team KPIs, conduct performance review appraisals, provide recognition and undertake staff counseling and coaching when required   

• Oversee the development of training programs to improve the team’s customer service handling skills

• Prepare management reports as and when necessary

• The ideal candidate is a degree holder with at least 8 years' supervisory experience in the fields of customer service, contact centre or customer experience

• Passionate about customer service and our subscribers’ experience, with a good understanding of customer service standards, the contact centre industry and its related technologies 

• Excellent organization, communication, interpersonal and presentation skills

• Possess emotional maturity, self-motivated and can collaborate effectively with internal stakeholders and external systems vendors

• Adept at managing conflict in a fast-paced environment with demonstrated problem solving skills

• Confident in handling escalation cases with strong leadership qualities and people management skills

• Bilingual in English and Chinese, with outstanding verbal and written communication skills in English

• Experience in project management, AWS Connect, CSAT implementation and data analysis is an advantage

Please send applications/ referrals to ramoo@sph.com.sg.

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