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Requisition ID:  8545

Telemarketing Team Lead

Responsibilities

  • Managing the day-to-day planning, operation and problem-solving, ensure the Team meets with the required sales targets, service level components and standards.
  • Lead, coach and direct the telesales team to
    • promote and initiate the sales and lease of properties through sales gallery appointments, and
    • recruitment of property agents to market FEO properties
  • Collaborate with relevant stakeholders to execute call campaigns, including script writing, briefing, and tracking of responses
  • Monitor calls to ensure high service standards and provide coaching and feedback
  • Ensure proper updating of customer data and PDPA consents into CRM system
  • Ensure compliance to all company regulations and statutory requirements
  • Handle and resolve customers’ enquiries and escalations professionally to achieve customers’ satisfaction
  • Perform data analysis by mining information from various data sources and construction of that data into meaningful, actionable information. Develop reports and structure presentations to present key messages to management
  • Audit team members calls and data entry
  • Constantly review and enhance SOPs to improve performance and productivity

Requirements

  • Degree, with proficiency in MS Office applications and SAP CRM
  • 3 years of customer service experience in call centre environment with at least 1 year in supervisory capacity
  • Strong interpersonal and people management skills
  • Strong command of English both written and spoken.
  • Proficient in Mandarin to handle Mandarin speaking customers
  • Self-motivated and service-oriented attitude