BPO Customer Service Lead - Fintech
The Customer Service Lead will oversee the strategy design and infrastructure to ensuring a seamless customer experience and operational efficiency. This role will be in charge of the BPO business unit of the company.
Client Details
Our client is a well-established organisation operating in the financial services sector. With a strong presence in the market, the company is committed to delivering exceptional customer experiences and innovative solutions.
Description- Lead customer service initiatives to achieve performance targets and deliver excellent service.
- Implement and optimise customer service processes including chat-bot and AI in alignment with company goals.
- Monitor and analyse customer feedback to identify improvement opportunities.
- Maintaining good relationship with BPO clients and explore business opportunities.
- Collaborate with other departments such as IT to address customer concerns and ensure a seamless experience.
- Prepare reports on customer service metrics and present findings to management.
- Stay updated on industry trends and best practices to ensure the company remains competitive.
- Resolve complex customer issues promptly and professionally.
Profile
A successful Customer Service Lead should have:
- Experience in a leadership role within customer service, preferably in the financial services industry.
- Strong understanding of customer service principles and best practices.
- Excellent problem-solving and decision-making skills.
- Proficiency in using customer relationship management (CRM) systems.
- Analytical skills to monitor performance metrics and identify areas for improvement.
- Permanent role in a stable and reputable financial services organisation.
- Access to ongoing professional development and training programmes.
If you are passionate about customer service and ready to take the next step in your career, we encourage you to apply for this exciting opportunity.
To apply online please click the 'Apply' button. For a confidential discussion about this role please contact Heather Wang (Lic No: R24123767 / EA No.: 18C9065) on +65 •••• •712. © Michael Page International Pte Limited, company number 199804751N (including Page Executive (53295516A) and Page Personnel Recruitment Pte Ltd (Registration Number: 201736642C)) operates under the EA Licence Numbers of 18S9099 and 18C9065.