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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
Job Types: Full-time, Permanent
Pay: $4,500.00 - $5,000.00 per month
Benefits:
- Additional leave
- Employee discount
- Professional development
Schedule:
- Day shift
- Monday to Friday
- Weekend availability
Supplemental Pay:
- Performance bonus
- Yearly bonus
Work Location: In person
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