Customer Success Manager

1 week ago

Singapore ORIENTAL REMEDIES INCORPORATED (PRIVATE LIMITED) Full time

**Responsibilities**:
**Team Management**
- Lead and develop the Customer Success team, promoting a high-performance and results-driven culture.
- Conduct regular staff performance evaluations, identifying training needs and areas for improvement.
- Drive team productivity through effective manpower management and resource allocation.

**Operations Management**
- Oversee day-to-day operations to ensure high service quality and handle escalations in a timely manner.
- Develop and implement strategies to meet service-level agreements (SLAs) and enhance operational efficiency.
- Support client investigations and manage service recovery processes when required.
- Ensure all operations comply with project-specific requirements and internal policies.
- Collaborate with multi functional team to define a roadmap aimed at meeting business objectives and improving customer satisfaction.
- Lead and manage system enhancements and change requests, from initial ideation to full implementation.
- Continuously improve relevant work processes and standard operating procedures (SOPs).
- Oversee quality call audits to ensure adherence to established guidelines.

**Data Analysis**
- Provide actionable data insights to identify operational gaps and propose effective solutions.
- Perform root cause analysis to enhance CSAT and customer survey ratings.
- Generate and present regular performance reports and insights to senior management.
- Collaborate with vendors, IT partners, and users to ensure successful issue resolution and continuous improvement.

**Job Requirements**
- Bachelor’s degree in Sales, Retail, or a related field.
- Minimum 5 years of supervisory experience in customer service or telemarketing, preferably in the retail or healthcare industry.
- Passion for and knowledge of Traditional Chinese Medicine (TCM) or the healthcare industry.
- Proven leadership and interpersonal skills, with the ability to motivate and manage a team effectively.
- Excellent communication and problem-solving abilities.
- Proficiency in Customer Relationship Management (CRM) software.
- Strong data analysis and reporting skills, with an ability to drive actionable business outcomes.
- Solid sales and negotiation skills.

**Why Should You Join Us?**

**GREAT CULTURE AND ATMOSPHERE**:
Because you will be working along with amazing and crazy fun people. We have cyclists, chefs, yogis, gamers, athletes, animal lovers, motivational and inspirational trainers, foodies, and many more.

**GREAT SALARY PACKAGE AND BENEFITS**:
Because we offer benefits which are most desired and valued by people. We believe that the people in the team are the backbone of the company, the core of everything we do. This is why we invest so much in our employee’s welfare and future.

**GROWTH AND CAREER DEVELOPMENT**:
Because the sky's the limit and we firmly believe that our employees' growth, development, and well-being are the most significant factor. We hope to grow with our employees, we want our people to shine brighter as they progress with the company.

**DIVERSITY**:
Because we value equity and inclusion. We are an equal opportunity employer who makes decisions without regard to age, identity, gender, race, colour, ethnicity, etc. We encourage our employees to be their true selves at work.

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