Customer Experience Operations Manager
4 weeks ago
Estimated Salary: $60,000 - $80,000 per annum
About VIKI PRIVATE LIMITEDVIKI PRIVATE LIMITED is the largest e-commerce company in Japan and a leading global entertainment streaming site. We are looking for a highly skilled Customer Experience Operations Manager to join our Singapore office.
About the RoleThis is a unique opportunity to shape the future of online video and social entertainment for millions of fans worldwide. As a Customer Experience Operations Manager, you will oversee customer service operations related to platform issues on apps and web. You will also work directly with the product team to ensure successful feature releases and report back on customer-facing issues.
Key Responsibilities:- Oversight of customer service operations including platform issues, technical issues, and content issues.
- Working closely with tier 1 agents and handling bug-related escalations between agent tiers.
- Collaboration with the product team to ensure seamless feature releases and reporting on customer-facing issues.
- Independent management and follow-up on bug reports.
- Collection and analysis of customer feedback to inform service development.
- Production of reports combining relevant data to facilitate understanding of main issues.
- Assistance in creating new workflows and communication plans.
- Creation or update of knowledge base materials when needed.
- A minimum of 3 years experience handling customer tickets and complaints.
- A good understanding and working knowledge of platforms like Zendesk, Asana.
At VIKI PRIVATE LIMITED, we value diversity and inclusion. We consider applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation, gender, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.
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