THE ROLE
- Direct the daily functions of the customer care department, including team management, performance tracking, quality assurance, and training.
- Establish and monitor key performance indicators (KPIs) for the team and refine communication strategies to ensure these metrics are consistently met.
- Build and sustain relationships with various business units and stakeholders to align customer service goals with the overall objectives of the company.
- Partner with different departments to lead and implement customer experience initiatives and projects.
- Take charge of customer support challenges, addressing escalated concerns to ensure satisfactory resolution through diverse communication channels and digital tools.
- Represent customer interests and advocate for their needs by leveraging feedback and insights to influence customer-centric strategies and decisions.
- Maintain detailed records of customer service activities and discussions, using these insights to enhance future customer interactions.
- Develop and uphold procedures, policies, and standards to ensure consistency and high quality in service delivery.
- Manage department’s budget to ensure resources are allocated effectively and in line with financial approvals.
- Recruit, coach, and develop the customer care team to meet KPIs, including prompt and satisfactory resolution of customer feedback.
- Collect and analyze feedback from customer interactions, working with stakeholders to address service gaps and drive continuous improvement.
- Support and execute assigned projects, providing customer insights to enhance service experience and customer journey.
- Stay informed about the latest trends and best practices in customer service and experience to ensure the department remains current.
- Lead the Customer Care team to ensure high standards of service throughout the customer journey, aiming to boost satisfaction and loyalty.
- Prepare and present customer care reports to management, offering insights into feedback and opportunities for service enhancement.
- Support and undertake any ad-hoc tasks and projects as required
REQUIREMENTS
- Diploma/ Bachelor’s degree in any field or its equivalent.
- Minimum 5 years of experience in managing customer service operations, with a proven track record of delivering outstanding customer experiences.
- Passionate about customer service with a dedication to ongoing personal and professional development.
- Quick to learn, detail-oriented, and proactive in approach.
- Excellent communication (both written and verbal), leadership and interpersonal skills with personal qualities of integrity, credibility and quality.
- Strong analytical skills with the ability to generate insights and drive continuous improvement.
- Ability to think strategically and lead a team.
- Strong problem-solving and conflict resolution skills.
- Ability to multi-task and prioritize in an ambiguous and fast-paced environment.
- Able to work both independently and collaboratively within a team.
- Competent in preparing presentations and reports.
- Well-versed in the latest industry best practices and advancements in customer service and experience.
- Familiarity with customer service software and tools (e.g. Freshdesk, PowerBI).
- Willingness to work on weekends and Public Holidays as required.
