Your Role

  • Managing the day-to-day activities of the team.

  • Motivating the team to achieve organizational goals.

  • Developing and implementing a timeline to achieve targets.

  • Delegating tasks to team members when required

  • Conducting training of team members to maximize their potential.

  • Empowering team members with skills to improve their confidence, product knowledge, and communication skills.

  • Creating a pleasant working environment that inspires the team

  • Take on escalated cases or calls from the team

  • Assist on daily, weekly and monthly report

Summary scope of services:

  • Understand and evaluate every customer’s request, guided by provided framework, and communicate the options to the customer, including acceding to or rejecting their request;

  • Accurately capture customers’ enquiries, requests, and feedback which require follow up or investigation by other agencies, and escalate the call to these agencies;

  • Maintain a database of customer enquiries, requests, feedback, call/message/email logs such that reports can be generated and data can be analysed;

  • Work with the relevant partner agencies, including providing reports to partner agencies where necessary, to ensure that the cut-over is seamless from the perspective of customers;

  • Adapt to changes in partner agencies and approving authorities where necessary, and ensure that the service provided to customers remains consistent with previous standards;


  • At least two (2) years of supervisory experience in a customer service or contact centre environment.

  • Experienced with case management.

  • Outstanding customer management skills.

  • Must possess the skill and tact required manage all scenarios and all customers, especially escalated cases.

  • Excellent leadership abilities.

  • Be able to nurture and guide customer service officers on a range of scenarios and customers.

  • Be able to impart valuable customer management skills to the customer service officers such that they can perform better at their job.

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