Manager, customer operations

1 month ago

Singapore Razer Full time

Manager, Customer Operations (Services) Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work , offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #Life At Razer experience that will put you in an accelerated growth, both personally and professionally. Job Responsibilities: You will play a pivotal role within our Customer Advocacy department, spearheading the Customer Operations (Services) Support team. This role involves overseeing day-to-day contact center operations and responsible for mapping the customer journey, managing customer feedback, and ensuring the successful resolution of escalated issues. The ideal candidate will be a strategic thinker with a hands-on approach to improving processes, enhancing customer experience, and leading a high-performing team. Collaborates with call center management team on day-to-day operations to provide quality service to customers and to achieve required operational KPIs, such as NPS, SLA, ABR and other productivity metrics. Perform as strategic and operational lead between contact center and internal support organization. Adheres to the companies “Best in Class” service model to increase NPS and customer satisfaction. Supervises call center supervisors, team leads and representatives who are answering customer inquiries via multiple support channels. Ensures call center supervisors, team leads, and representatives are properly trained, in collaboration with Training and QA functions, when old products are upgraded, or new products are released. Acts as point of contact for local/regional executive escalations for customer support and service as required. Develops and evaluates personnel to ensure the efficient operation of the function. Design and optimize the customer journey by identifying and implementing key touchpoints to improve customer experience. Establishes and maintains internal CRM, KBA and/or LMS systems that provide answers to common questions and problems. Develops and adheres to operations budget. Reviews call center billing invoices for discrepancies. Communicates with legal counsel and safety department to ensure all processes are compliant. Other duties as assigned. Pre-Requisites: 5+ years of experience in managing call center support and customer service operations. Capable in motivating and inspiring team members to prioritize customer needs and fostering an environment committed to constant improvement. Experience with delegating responsibilities and managing/achieving results. Experience with providing leadership and training to key personnel. Advanced written and verbal communication skills. Possession of key competencies, including conflict management, business negotiation, organization, and decision-making. BA/BS degree in Business Administration or related field or equivalent experience. Native English speaker. Fluent Mandarin speaking skill is a strong plus. May require 10-15% travel. Are you game? About Us At Razer, you'll be at the forefront of the most exciting industry in the world — gaming. Evolving forms of gaming require evolving forms of hardware, software and services. That’s where Razer comes in, offering innovative top-of-the-line products and services to allow gamers to fully immerse in the ultimate gaming experience. Getting onboard Razer will place you on a global mission to bring gamers closer to the games they love. Razer is a place to do great work, offering you the opportunity to be a part of a global team across 11 countries. Whether you are a hardcore evangelist who breathes life into the latest and greatest gaming gear or a behind-the-scene hero who runs our global operations, you are assured of a career-changing quest that transcends time zones and cultures with one single spell: For Gamers. By Gamers. The journey towards phenomenal-ness won’t come easy. However, we will excel because gamers rely on teamwork. We achieve greatness because we are wicked problem-solvers and tenacious in clinching victories in all that we do. It is the team that makes Razer where it is today and will continue to bring Razer to even greater heights. Razer is proud to be certified as a Great Place to Work in both the United States and Singapore. This is a testament to our commitment to make your quest at Razer a rewarding one. #J-18808-Ljbffr

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