Customer Success Manager
1 week ago
This is a newly created role reporting directly to the Director, Strategic Projects, based in Singapore.
You will champion the vision for our company's customer experience in Singapore for Prism+ latest product line, Smart Air Conditioners.
This is a high exposure role where you will be responsible for both pre and post sales, while working closely with the Strategic, Marketing and Operations teams to delight customers behind every sale.
If you enjoy improving processes within the team, driving individual & team performance, skill-building, and delivering motivating feedback to achieve team objectives, this role is for you
**This is how your day to day looks like**:
- Provide day to day coaching, mentoring to ensure drive team members according to their KPI including but not limited to CSAT%, response time SLAs, resolution volumes.
- Designing new SOP that best improves services provided to customers in which allows customer service agents to maintain or surpass services KPI set.
- Reviews reports on our customer service tools, including but not limited to service help desk, report creation and effectively address areas of opportunities
- Handle customer escalations or any difficult cases and provide relevant service recovery across any feedback touchpoint
- Assist customer service agents in order related processes when required, including but not limited to order creation or customer refunds
- Knows and supports company procedures & SLAs; regularly reviews procedures, processes, and guidelines.
- Proactively implement process improvements to ensure service quality, service level agreements and operational
- Weekly arrangement of agent’s roasters and break times.
- Participates in selection of new hires and interview process and forecasting new headcount recommendations against ticket volume.
**Requirements**:
**What you need to be successful**:
- All-hands-on-deck attitude with an ability to remain calm and excel under pressure
- Fluent English with excellent communication skills to converse with our stakeholders out of Singapore, both written and verbal
- At least 3 Year(s) of managerial experience in the related field is required for this position.
- A successful track record working in a high-volume environment. Able to solve problems by thinking analytically and creatively.
- Familiar with the latest e-commerce trends. Regular and reliable attendance is an essential function of this position.
- High flexibility during busy periods
- Ability to empathize with and prioritize customer needs
- Exude patience and ownership with each customer
- Ability to determine customer needs and provide appropriate solutions, setting expectations with customers
**You’ll Need To Demonstrate The Following**:
- Demonstrate people management skills, and developing effective training strategies to improve agents’ abilities
- Proactively contributes to a positive team environment by supporting agents with difficult customers.
- Self-motivation with an ability to work on your own initiative
- Able to work cross functionally with different departments to resolve any issues or extend help where is needed
- Excellent time management skills by setting realistic and achievable goals and deadlines
- High levels of organizational skills with the ability to prioritize and multitask
- Eager to work in a high energy, fast-paced business, where change is a constant.
- Exemplifies growth mentality and the eagerness to "bring it to the next level”
**Benefits**
- Annual outpatient benefit (Includes dental and optical benefits)
- Birthday leave
- Annual increment
- Performance bonus
- Free flow snacks and Bubble Tea Friday
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