Job Responsibilities
Team Management
- Directly manage and develop the Customer Success team, fostering a high-performance environment.
- Collaborate with HR for efficient staff recruitment.
- Review staff performance and identify training needs.
- Ensure high team productivity with an reasonable manpower budget
Operation Management
- Implement strategies to meet service-level agreements (SLAs) and improve processes and achieve KPIs.
- Maintain high service quality and promptly resolve escalations.
- Assist in client investigations and service recovery.
- Ensure operations comply with project-specific requirements.
- Develop strategies and roadmap to meet business goals and drive customer satisfaction
- Lead and oversee system enhancements and change requests from ideation to implementation.
- Establish and improve relevant work processes and SOPs.
- Ensure quality call audits and adherence to guidelines.
Data Analysis
- Provide data-driven insights to identify operational gaps and recommend solutions.
- Analyze root causes and improve CSAT/Customer Survey ratings.
- Provide insights and timely reports to management.
- Collaborate with vendors, IT partners, and users to implement effective resolutions.
Job Requirements
- Degree in sales, retail or related field.
- Minimum 5 years of supervisory experience in customer service or telemarketing, preferably in the retail or healthcare industry
- Possess great passion and interest in TCM or healthcare industry
- Strong leadership and interpersonal skills
- Excellent communication and problem-solving skills
- Proficiency in customer relationship management (CRM) software
- Data analysis and reporting skills
- Strong sales and negotiation skills
Job Highlights
- Annual Leave - 14 days onwards
- Birthday Leave - We believe employee should take a day off to celebrate their birthday with their loved ones
- FREE TCM services and Tech-enhanced therapies for our employees, and 50% discount for employees’ family members!
- Great working culture - Fun and enjoyable workplace that embraces Diversity and Work-life balance/harmony
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.
