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Customer Experience Manager

3 weeks ago

Singapore PRISM+ Full time

Key Responsibilities:

- Customer Service Process Design:

- Assess, design, and optimize customer service processes to enhance efficiency and customer satisfaction.
- Implement best practices and workflows to streamline customer interactions.
- Lead process improvement initiatives to reduce response times and enhance the customer journey.
- Difficult Customer Escalations:

- Handle and resolve escalated customer complaints and complex issues.
- Provide guidance and support to the team in resolving challenging customer situations.
- Develop strategies to prevent escalations and improve overall customer satisfaction.
- CRM Software Configuration:

- Utilize hands-on experience with CRM software, including Salesforce and Zendesk, to set up and optimize customer flows and support workflows.
- Customize CRM tools to meet the specific needs of the customer service team.
- Train and mentor team members on CRM software usage.
- Team Leadership and Management:

- Lead, mentor, and motivate a diverse team of 20 local and 100 offshore customer service agents.
- Set clear performance expectations, provide regular feedback, and conduct performance evaluations.
- Develop and implement strategies to drive team performance and productivity.
- Quality Assurance:

- Establish and maintain quality standards for customer interactions, both locally and offshore.
- Conduct regular quality assessments and audits to ensure adherence to these standards.
- Develop and implement training programs to address any skill gaps.
- Data Analysis and Reporting:

- Utilize customer data and feedback to drive data-driven decision-making.
- Generate and present regular reports on key performance indicators, customer feedback, and team productivity.
- Communication and Collaboration:

- Foster open and effective communication within the customer service team and with other departments.
- Collaborate with stakeholders to ensure customer-centric initiatives and improvements are executed.

**Requirements**:

- Bachelor's degree in Business, Management, or a related field (or equivalent experience).
- Proven experience in customer service management, with a focus on process design, escalations, and CRM configuration.
- Strong leadership and people management skills.
- Exceptional communication and interpersonal abilities.
- Proficiency in CRM software, specifically Salesforce and Zendesk.
- Data-driven decision-making and analytical skills.
- Excellent problem-solving and conflict resolution capabilities.
- Adaptability and the ability to thrive in a fast-paced, dynamic environments
- Experience with managing offshore customer service teams.
- Knowledge of customer service best practices and emerging trends.