Assistant Manager, Customer Service

Job Description

• Lead and guide the customer service team to provide excellent customer service and be engaged with customers to improve the overall customer experience.
• Enhance customer experience through good customer service and ensure the smooth running of customer service counter operations.
• Review and Develop service procedures, policies and standards and lead the continuous improvement of customer care process resulting in exceptional customer experience.
• Support and facilitate growth of loyalty program membership.
• Be responsible of customer issues and follow through to resolution.
• Supervise and facilitate the daily performance and development of customer service team. Recruiting, coaching and building the skillsets required to ensure that staff are adequately resourced to perform
• Adhere to and manage an approved budget and maintain an orderly workflow according to priorities.
• Establishing continuous improvement of processes to promote customer satisfaction and monitor customer service standards by employing recognized and comprehensive benchmarks
• Keep accurate records and document customer service actions and discussions; analyse statistics and compile accurate reports.

Job Requirements

• Degree in Business Administration, Customer Service Management.
• Minimum 5 years of relevant experience as a Customer Service Assistant Manager, Manager or Retail Manager.
• Possess excellent written and verbal communication skills, knowledgeable in industry best practices, technology trends and applications
• Equip with leadership and people management skills, and able to work independently.
• Experience in providing Customer Service and Loyalty Programs deployment or support.
• Candidates with good knowledge of customer service software, databases and tools will have an added advantage.