Role & Responsibilities:
- Lead the customer care team and oversee the daily operations of the customer care team
- Develop intervention strategies to mitigate gaps in service delivery
- Drive customer attraction and retention strategy to improve loyalty
- Audits customer service procedures and trends to determine system improvements.
- Monitor and ensure timely resolution of all customer issues.
- Consistently review on existing service procedures, policies and standards
- Develop and implement changes to improve customer service experience and facilitate organic growth
- Recruit, mentor and develop customer care executives
- Work closely with internal departments to improve service quality and service recovery process
- Perform other administrative duties as assigned
Requirements:
- Bachelor Degree with 2-3 years of relevant experience
- Minimum 1 year of leadership experience
- Possess excellent communication skills, both written and verbal, with the ability to communicate effectively with customers and all levels of the organisation
- Customer-centric mindset with a passion for delivering exceptional experiences
- Strong organisational skills with the ability to multi-task and adapt to changes in a highly dynamic work environment
- Able to work independently and collaboratively in a fast-paced environment
