customer service manager
5 days ago
Location: Jurong
Working Days: 5 days per week
Benefits: AWS, bonus, etc.
Job Responsibilities:
- Supervise the daily operations of the customer service team.
- Develop and maintain customer profiles, establishing key qualification criteria for team evaluation.
- Oversee and enhance the lead qualification process.
- Conduct customer satisfaction surveys, analyze feedback, and implement improvements.
- Design and execute a customer loyalty program.
- Standardize and continuously refine communication protocols for handling customer inquiries via messages and calls.
- Perform regular audits and assessments to ensure service quality.
- Lead the transition to digital customer service workflows and oversee the implementation of CRM software.
- Conduct daily roll calls and debriefings to assign tasks and align team objectives.
- Define KPIs and conduct performance assessments for the team.
- Prepare quarterly and bi-annual forecast reports for management review and strategic planning.
- Ensure processes and objectives align with the company's focus on Digitalization, Globalization, and Sustainability.
Requirements:
- Bachelor's degree, preferably in Business Administration.
- At least 10 years of experience in customer service, including a minimum of 5 years in a managerial or supervisory role.
- Strong familiarity with and hands-on experience in CRM software, particularly Microsoft Dynamics 365 Sales CRM and Microsoft Dynamics Business Central, is highly advantageous.
Aurora Asia Pacific (21C0671)|Ying Kee (R21103783)
Tell employers what skills you haveCRM
Strategic Planning
Sustainability
Leadership
Microsoft Office
Microsoft Excel
Dynamics
Customer Support
Customer Loyalty
ERP
Administration
Microsoft Dynamics 365
Audits
Customer Satisfaction
Statistics
Customer Service
Customer Service Experience
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