| Position : Store Back Office Supervisor | ||
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| Recruiter | 
Manpower Japan Co., Ltd.
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| Company Name | Company name is not publicly visible |
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| Updated | 2008-08-18 | |
| Job Type | Other Job Type - Telephone Operator/Telemarketing | |
| Location | Singapore | |
| Job Description | Back Office supervisor is directly responsible for the smooth running of day-to-day operations of the entire back office team. All the back office analysts report directly into the supervisor. Supervisor is in charge of the key performance metrics for Payment / back office / Fraud management * Manage the team / individual back office analyst * Take all escalations from the analysts * Provide phone support while handling difficult customers / issues * Provide new hire training for new back office staff * Plan / Execute team building activity for the team every quarter * One to one with each analyst in the team at least once a month * Weekly review of the metrics of the Back Office processes * Periodic call monitoring on payment / fraud calls * Staffing / Scheduling on a daily / weekly basis * Prepare weekend / holiday working roster * Conduct regular team meetings * UAT support for any back office related project * Coordinate with systems support on any system related issues AGENT LEVEL RESPONSIBILITIES * Effective and efficient execution of credit card recovery process for all credit card authorization declined orders * Perform Risk Management process on online credit card orders * Release credit related blocks on the order in SAP for prepaid orders * Achieve target % of Order Cycle Time (OCT) performance in the Credit Validation bucket * Answer inbound customer enquiry calls and/or respond to emails using documented procedures and available tools. * Undertaking proactive outbound communication to customers to inform of the credit card related issuesØ Escalate issues appropriately. * Log customer calls/emails appropriately * Maintain awareness of and compliance with all HR personnel policies * Accountable for appropriate knowledge and use of departmental and company systems / databases. * Achieve specified performance goals (KPI’s) * Participate in project work as/when required in order to implement improved systems * Working closely with internal departments and External logistic partners to achieve the right outcome for Apple Customers. |
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| Working Hours | 08:00 ～ 17:00 | |
| Qualifications | EXPERIENCE / SKILLS: * Minimum of 5 years customer services experience preferably in a call centre environment. * At least 3 years of experience in People Management * Background in operational processing, with exposure to the sales process. * Exceptional written and oral communication skills * Commitment to customer service and teamwork * Accurate data entry with an eye for detail * Proven analytical skills * Display an enthusiastic and professional approach * SAP experience * Apple Mac experience *J apanese Language Skill (Both Written / Spoken) COMPETENCIES: * Exceptional Communication * Superior Customer Service Orientation * Team Player * Ability to Multi task * Excellent time management * Detailed Analysis (Problem Identification) * Effective Judgement ability (Problem Solving)Ø Attention to detail. |
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| English Level | Fluent (TOEIC 865-) | |
| Japanese Level | Fluent(JLPT Level 1) | |
| Salary | Depends on experience | |
| Holidays | 土・日 | |
| Job Contract Period | Permanent position | |
