Customer Service Manager

Job Descriptions

• Propose and collaborate with developer and product team to customize and develop inhouse
• SLA management and Customer Relationship Management systems to advanced analytics interpretation and implementation of AI use.
• Integrate multiple communication channels into an unified channel to achieve the omnichannel approach for the purpose of efficiency and increase response speed.
• Handle complex or escalated customer inquiries, complaints and feedback.
• Ensure adequate coverage for customer support channels.
• Develop, implement, and monitor customer service policies, procedures, and standards.
• Handle escalated customer complaints or difficult cases and provide appropriate solutions.
• Monitor and analyse key performance indicators (KPIs) such as customer satisfaction scores, response times, and resolution rates.
• Identify areas for process improvement and implement strategies to enhance customer service operations.
• Collaborate with other departments (sales, marketing, product development, etc.) to ensure consistent customer experience across touchpoints.
• Oversee the implementation of customer service technology to streamline operations.
• Develop and deliver training programs to ensure customer service team members are skilled in communication, problem-solving, and product knowledge.
• Collaborate with senior management to develop and execute a customer experience strategy that aligns with company objectives.

Requirements

• At least 7 years of solid experience in Customer Service field, with 3 years of managerial position.
• Degree in any fields
• Excellent interpersonal and communication skills. Fluency in English and Mandarin is required.
• Proficient in MS office and customer service-related equipment/software programs.
• Excellent interpersonal and communication skills.
• Strong organizational and people management skills