[LTA-VS] ASSISTANT MANAGER, CUSTOMER SERVICE RELATIONS & DEVELOPMENT

We are seeking a dedicated individual to join our dynamic Customer Service team at LTA. As Assistant Managers, you will provide comprehensive service support across various customer touchpoints.

• Manage and handle customer feedback and enquiries through multiple in-person and digital channels (including, but not limited to, telephone and written correspondence)

• Manage service requests and online applications efficiently while ensuring high service standards

• Monitor and analyse the trend of the feedback and enquiries for management reporting

• Prepare regular performance reports and conduct audits when required

• Establish and/or refine Standard Operating Procedures and guidelines for smooth workflow and service excellence at various service touchpoints

• Collaborate with different stakeholders to resolve complex customer queries and enhance service delivery

• Monitor and follow up on customer interactions to ensure timely resolution

• Perform other duties and responsibilities as assigned based on evolving business needs

• Knowledge in any discipline, preferably in Operations or Business

• Proficient in Microsoft Office, especially Word, Excel and PowerPoint

• Ability to multi task with good organisational, communication, and interpersonal skills

• Meticulous and attentive to detail with analytical abilities

• Ability to work effectively in a fast-paced environment both independently and as part of a team

• Working experience in call centre environment and/or customer experience management will be a bonus