Customer Service Manager
2 days ago
We are seeking for an individual to be part of the founding team as we embark on a mission to build the next generation customer engagement and marketing platform to serve millions of customers and merchant partners across Southeast Asia.
We are seeking pioneers with grit and passion, an insatiable intellectual curiosity and a heart for people, to amplify the team's effectiveness.
We strive for work experiences based on transparency, credibility, reliability and authenticity.
Are you up for the challenge?
**Responsibilities**:
Reporting to the Customer Service Lead, the Customer Service Assistant Manager/Manager will support the overall direction, coordination, quality and productivity of the Customer Service function.
Drive and monitor establishment and implementation of outsourced Contact Center.
Oversee the day-to-day operations of the Customer Service team and provide governance to ensure compliance and performance KPIs are met.
Collaborate widely with internal and external stakeholders to align objectives and develop/execute strategic requirements and work streams in support of business strategy and needs.
Handle and manage escalations, complaints and resolutions of complex customer issues.
Able to provide coaching / mentoring to the Customer Service team.
Analyze data from Customer Service issues / requests to review, provide feedback and initiate recommendations to internal stakeholders for improvement.
Any other duties assigned.
Education and Qualifications
Bachelor’s degree with at least 5 years of relevant experience with people management skills.
Good understanding of CS metrics and operations.
Possess extensive knowledge in customer service best practices.
Proactive, with the ability to work independently in a fast-moving environment.
Possess the ability to work with insight, flexibility and confidence in response to challenging and changing circumstances.
Excellent interpersonal skills and a good team-player.
Hands-on experience in transformation projects will be an added advantage.
Experiences working in a Digital-Tech start-up industry will be a bonus.
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