Customer Support Lead

2 weeks ago

Singapore MONOKEI PTE. LTD. Full time

As the Customer Support Lead, you want to lead a team of like-minded individuals to deliver excellent customer support.

**i. Roles and Responsibilities**

Responsibilities may include but are not limited to:

- Oversee and manage a team of customer support representatives
- Plan and execute regular initiatives in support of customer experience improvement
- Develop and implement customer support policies and procedures in order to resolve customer inquiries promptly and effectively
- Create and monitor SLAs for customer support team
- Establish, track and monitor customer satisfaction standards and other performance metrics
- Lead the team in synthesising customer feedback and propose actionable plans to stakeholders to enhance product, customer experience and operational efficiency
- Provide regular reports and updates on customer support matters
- Provide pre and post sales customer service support / troubleshooting support using CX and social media platforms
- Liaise with other teams as required to resolve requests/issues in a timely manner
- Ensure proper documentation, notification, escalation, tracking and follow up of all tickets
- Assist with additional core tasks including administrative and/or any other duties as assigned

**ii. You**:

- have at least a Bachelor in Customer Relationship Management (CRM) or a related field
- have at least 3-5 years of related working experience in CRM
- have excellent written and oral communication skills in English and Chinese
- have excellent understanding of how eCommerce operations and customer support works
- are proficient in CRM software such as Freshdesk and Front
- effortlessly engage and explain step by step solutions with patience and an approach tailored to each individual customer
- enjoy analysing, isolating and resolving a variety of complex issues
- manage your time well and adapt quickly to changing requirements and situations
- demonstrate attention to details, capability to manage and prioritise competing tasks

**iii. Good to have**:

- experience in analysing metrics and data-driven decision-making
- experience in customer support for hardware and/or software products

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