Customer Care Manager

6 days ago

Singapore MONOKEI PTE. LTD. Full time

At MONOKEI, we believe in delivering good things for everyone.

As the Customer Care Manager, you will lead a team of like-minded individuals and collaborate with Product, Operations and other teams to deliver a one-of-a-kind customer experience.

**i. Roles and Responsibilities
Responsibilities may include but are not limited to:

- Build and lead a team of customer care executives in providing pre and post-sales customer care support / troubleshooting support through various online and social media platforms
- Review existing operational procedures and propose improvements to increase operational efficiency and enhance customer experience
- Lead investigations related to customer executive escalations, identifying root causes and recommending long term fixes to prevent issue recurrence
- Support new launch activities by defining detailed execution plans and refining and developing the knowledge base
- Lead the team in synthesising customer feedback and propose actionable plans to stakeholders to enhance product, customer experience and operational efficiency
- Establish, track and monitor customer satisfaction standards and other performance metrics

**ii. You**:

- have at least a Bachelor in Customer Relationship Management (CRM) or a related field
- have at least 5-7 years of related working experience in CRM
- have at least 3 years of managerial experience
- have excellent written and oral communication skills in English and Chinese
- have excellent understanding of how eCommerce operations and customer support works
- have strong relationship management and interpersonal skills, with the ability to translate complex findings and analysis to a business audience
- are able to think critically with a strong sense of urgency to resolve issues
- ability to see the big picture and zoom into the macro level technical details
- enjoy analysing, isolating and resolving a variety of complex issues
- demonstrate attention to details, capability to manage and prioritise competing tasks
- are proficient in CRM software such as Freshdesk and Front
- are proficient in Microsoft and Google software suites

**iii. Good to have**:

- written and verbal proficiency in a third language

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