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We are expanding!
The Customer Success Executive/ Senior Executive/ Lead will be responsible for establishing and leading our customer service operations. This role involves creating the customer service workflow, standard operating procedures (SOPs), and a comprehensive handbook from scratch.
The ideal candidate will also develop and populate a detailed FAQ section to streamline operations within the Business Unit (BU).
Personal Attributes:
- High level of empathy and patience when dealing with customers.
- Strong work ethic and commitment to providing exceptional customer service.
- Adaptability to a fast-paced, dynamic startup environment.
- Proactive and results-oriented mindset.
- Ability to foster a positive team culture and motivate team members.
Key Responsibilities:
- Develop Customer Service Infrastructure: Design and implement the customer service workflow, ensuring efficiency and scalability.
- Create SOPs and Handbook: Draft and maintain standard operating procedures and a comprehensive customer service handbook to guide the team.
- Populate FAQs: Develop and maintain a detailed FAQ section to address common customer inquiries and ease operational workflow.
- Team Leadership: Hire, train, and manage a team of customer service representatives, fostering a positive and productive work environment.
- Monitor Performance: Establish and track key performance indicators (KPIs) to ensure the team meets and exceeds customer service goals.
- Customer Support: Provide high-quality customer support through various channels, including email, chat, and social media, ensuring timely and effective resolution of customer issues.
- Feedback Loop: Establish a feedback loop with the product development team to relay customer insights and suggest improvements to enhance the user experience.
- Continuous Improvement: Continuously assess and improve customer service processes, incorporating feedback and best practices.
- Collaboration: Work closely with other departments to ensure a seamless customer experience and align on company goals and initiatives.
- Documentation: Maintain accurate records of customer interactions, issues, and resolutions to build a robust knowledge base.
- Crisis Management: Handle escalated customer issues and crises with professionalism and empathy, ensuring a positive outcome.
- Reporting: Prepare regular reports on customer service performance and present findings to senior management.
Qualifications:
Education: Diploma/ Bachelor’s Degree in Business, Communications, or a related field preferred.
Experience: Minimum of 3-5 years of experience in a customer service role, with at least 1-2 years in a leadership position.
Skills:
- Strong leadership and team management skills.
- Excellent bilingual written and verbal communication skills.
- Proficiency in using customer service software and CRM systems.
- Ability to create detailed SOPs and handbooks.
- Strong problem-solving skills and attention to detail.
- Ability to work independently and handle multiple tasks simultaneously.
- Experience with dating apps or consumer-based/ ecommerce app is a plus.
- Experience with call centre environment,able to handle high level of stress/rejections is a plus.
- Able to work fast pace and in a startup environment is a plus.
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