Manager/ Senior Manager, Customer Care

Are you passionate about providing exceptional customer experiences? Do you have a proven track record in customer service management? We are seeking a highly experienced and motivated individual for the role of Customer Care Manager to lead our customer care team and enhance the customer journey at the Singapore Sports Hub.

Key Responsibilities

• Lead the day-to-day operations of the customer care department, including managing team members, overseeing performance statistics, quality supervision, and competency training
• Define, establish and track key performance indicators (KPIs) for the team and enhance the internal and external communication process to ensure these KPIs are achieved
• Develop and maintain relationships with various business units and stakeholders to ensure alignment of customer service objectives with the company's goals
• Collaborate with different departments to lead and execute cross-department customer experience projects and initiatives
• Take ownership of customer support issues and resolve escalated issues to customers' satisfaction through various communication channels and online tools
• Act as the voice of the customers and champion their needs through customer feedback and insights to drive customer-centric decision-making
• Ensure accurate documentation and maintenance of customer service activities and discussions to provide insights and improve future interactions
• Review, develop and maintain service procedures, policies and standards to ensure consistency and quality in service delivery
• Manage and adhere to the approved budget of the department to ensure optimal resource allocation
• Recruit, mentor and develop the customer care team to achieve KPIs that include the resolution of customer feedback in a timely and satisfactory manner
• Gather and analyse insights and feedback from customer interactions and work with different stakeholders to address any service gaps for continuous improvement
• Support and execute assigned projects and provide customer insights on service experience and customer journey
• Stay current with developments in customer service, customer experience, and industry best practices
• Oversee the Customer Care team and ensure exceptional services are delivered to customers throughout the customer journey with the goal of enhancing customer satisfaction and loyalty
• Prepare and submit customer care reports to management to provide insights on customer feedback and areas for improvement
• Support and execute any ad-hoc duties and projects as assigned or required

Requirements

• Diploma/ Bachelor’s degree in any field or its equivalent
• Minimum 5 years of experience in customer service management with a proven track record of delivering exceptional customer experiences
• Passionate about customer service and committed to continuous personal growth
• Fast learner, meticulous and adopts a pro-active mindset
• Excellent communication (both written and verbal), leadership and interpersonal skills with personal qualities of integrity, credibility and quality
• Strong analytical skills with the ability to gather and analyse data to drive insights and continuous improvement
• Ability to think strategically and lead a team
• Strong problem-solving and conflict resolution skills
• Ability to multi-task and prioritise in an ambiguous and fast-paced environment
• Ability to work independently and as part of a team
• Proficient in preparing presentation materials and reports
• Experience in developing and implementing customer service strategies
• Knowledge of industry best practices and developments in customer service and customer experience
• Familiarity with customer service software and tools (e.g. Freshdesk, PowerBI)
• Willingness to work on weekends and Public Holidays as required

Candidates who possess the required skills and experiences will be considered for the position as Senior Manager, Customer Care. Join our team and become the voice of our customers, championing their needs through customer feedback and insights to drive customer-centric decision making. Apply now to take on this exciting opportunity to lead and enhance our customer journey!

Information

Only shortlisted candidates will be notified.

The level of appointment will depend on the qualifications and experience of the candidate.

For more information on Kallang Alive Sport Management, refer to this website, www.sportshub.com.sg