Office Team Leader

1 week ago

Geylang, Singapore Casa Concetto Pte Ltd Full time $40,000 - $60,000 per year

Job Title: Customer Success Specialist

Department: Customer Experience

Reports to: Team Lead

Position Overview: We seek a proactive and innovative Customer Success Specialist to enhance customer interactions and drive ticket quality. This role requires strong communication skills, quick response times, and a customer-centric mindset to ensure that inquiries are resolved efficiently and to the satisfaction of all parties. The ideal candidate will excel in managing customer inquiries, maintaining clarity in communications, and contributing to the continuous improvement of our CRM processes.

Key Responsibilities:

  • Ticket Management:
  • Respond promptly to customer inquiries via Zendesk across email, chat, and WhatsApp touchpoints.
  • 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, $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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