Key Responsibilities
- Lead, coach, and develop a team of customer service representatives and supervisors.
- Establish performance standards, monitor KPIs (CSAT, NPS, FCR, AHT), and report on team metrics.
- Optimize workflows, escalation processes, and knowledge base to improve efficiency and resolution rates.
- Manage staffing, scheduling, and workforce planning to meet service levels.
- Handle escalated customer issues, ensuring timely and satisfactory resolutions.
- Collaborate with Product, Sales, and Engineering to surface customer feedback and recommend product/service improvements.
- Design and deliver training programs and onboarding for new agents.
- Implement and maintain customer service tools (CRM, ticketing systems, chat, phone).
- Drive initiatives to increase customer retention and loyalty.
Qualifications
- 3-7+ years in customer service with at least 2 years in a supervisory/managerial role.
- Proven experience managing teams and improving customer experience metrics.
- Strong familiarity with customer support tools (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) and analytics.
- Excellent communication, conflict resolution, and coaching skills.
- Data-driven mindset experience using KPIs to guide decision-making.
- Bachelor's degree in Business, Communications, or related field preferred (or equivalent experience).
Preferred Skills
- Experience in Hospitality.
- Experience with omnichannel support (phone, email, chat, social).
Salary: $3200 - $4500 per month
Interested please email detailed resumes with work experience and attached a most recent photo to [Confidential Information]
Ow Ting Ting (R2094613)
Jobs Alley Pte Ltd (21C0599)
