Office Team Leader

1 week ago

Geylang, Singapore Casa Concetto Pte Ltd Full time

**Job Title**: Customer Success Specialist
**Department**: Customer Experience
**Reports to**:Team Lead

**Key Responsibilities**:

- **Ticket Management**:

- Address customer concerns effectively while maintaining a professional tone that reflects the company’s voice.
- Tag and categorize tickets appropriately to facilitate streamlined reporting.
- **Touchpoint Execution**:

- Implement the defined touchpoints (e.g., inquiry follow-up, personalized offers) to engage customers and drive conversion.
- Use customer profiling insights to offer tailored solutions and recommendations
- Develop touchpoints.
- **Reporting and Analytics**:

- Maintain daily reporting logs with data on tickets handled, resolved, and escalated.
- Provide feedback on customer behavior trends to help refine touchpoints and strategies.
- **Quality Assurance**:

- Follow standard operating procedures (SOPs) for ticket handling to maintain high-quality customer service.
- Raise concerns about recurring issues or patterns to the Zendesk Team Lead.
- **Collaboration**:

- Work closely with other team members and departments, such as sales and marketing, to resolve customer issues.
- Share insights and ideas for improving workflows and touchpoint effectiveness.

**Skills and Qualifications**:

- **Must-Have**:

- Proficiency in using Zendesk or similar CRM platforms.
- Excellent written and verbal communication skills in English.
- Strong attention to detail and ability to multitask in a fast-paced environment.
- Basic Excel
- **Preferred**:

- Experience in customer service or a similar role.
- Knowledge of sales funnel processes and customer engagement strategies.
- **Soft Skills**:

- A proactive attitude with a problem-solving mindset.
- Team player with strong interpersonal skills.
- Ability to adapt to evolving processes and workflows.

**Key Performance Indicators (KPIs)**:

- Response time (first response and resolution time).
- Customer satisfaction score (CSAT).
- Conversion rates from follow-up touchpoints.
- Quality and accuracy of ticket tagging and categorization.

**Work Environment**:

- Hybrid setup with expectations for remote and in-office collaboration.
- Regular feedback sessions with the Zendesk Team Lead for continuous improvement.

**Job Types**: Full-time, Part-time

Pay: $3,800.00 - $5,000.00 per month

**Benefits**:

- Flexible schedule
- Work from home

**Experience**:

- Customer service: 1 year (preferred)

Work Location: Hybrid remote in Singapore 408826

Expected Start Date: 24/09/2025

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