Assistant Customer Care Manager
About the Company
Capital Marketing is Singapore's leading distributor of consumer products. We were appointed the exclusive distributor for KDK, the Japanese brand of fans in 1996. Since then, we have expanded and brought the brand into new markets like Vietnam, Brunei, Maldives, Bangladesh & more. We also established the Kadeka brand, providing premium cooling products that includes Wine Chillers and Chest Freezers and have expanded into overseas markets which includes Vietnam, Thailand, the Philippines and more. In 2013, we expanded into the cooking space with the acquisition of Bertazzoni's exclusive distribution rights in Singapore. Our brands can be found in all major departmental stores, online marketplaces as well as our showrooms.
Key Responsibilities
1. Assist the Customer Care Manager to lead and manage a team of Customer Care Specialists
· Monitor performance goals, provide feedback and conduct performance reviews
· Regularly review the team knowledge on the latest products
· Build a collaborative and positive work environment
2. To deliver exceptional customer service
· Propose new customer care processes and policies; to constantly review them to ensure greater productivity is achieved
· Resolve customer complaints and enquiries in a professional and prompt manner
· To monitor and track customer response times and quality of service
· Run performance reports in Zendesk and 3CX to track team performance
Qualifications & Experience Requirement
1. Minimum of 5 years of experience in Customer Service-related role
2. Must have the experience of leading and motivating a team
3. Must be Bilingual (Able to speak both English and Mandarin)
4. Possesses a customer first attitude
5. Excellent verbal and written communication skills with a keen eye for detail
6. Team player with a willingness to embark on new initiatives to achieve greater level of success
- 5days work week
- friendly working environment
- bonus, annual leave & medical benefit
