Assistant Manager, Customer Care

Are you an experienced leader with a passion for leading and motivating teams? Do you thrive in a fast-paced work environment and enjoy identifying areas of improvement? We are seeking a highly motivated and experienced Assistant Customer Care Manager to support the day-to-day operations of our customer care team. The successful candidate will work closely with the Customer Care Manager to ensure exceptional customer service, achieve departmental goals and manage a team of customer care representatives.

Responsibilities

• Manage the deployment of customer care representatives according to varying venue operating hours and event requirements, ensuring optimal resource utilisation and execution of customer service operations
• Provide leadership and guidance to the customer care team, fostering a positive and collaborative work environment
• Lead the recruitment, training and onboarding processes for new customer care members
• Play a key role in monitoring team performance and analysing performance metrics to drive continuous improvement
• Conduct regular audits to evaluate the quality of our customer interactions and identify areas for improvement
• Analyse customer feedback and data to identify trends, develop action plans to address issues and opportunities for innovation
• Compile and deliver insightful reports and presentations on team performance, initiatives and outcomes to key stakeholders
• Contribute to the development and implementation of policies and procedures that align with the company’s objectives, ensuring consistency in excellence in service delivery
• Collaborate cross-functionally to implement process improvements and initiatives that enhance overall customer experience
• Design and deliver training programmes to equip our customer care team with the skills and knowledge required to deliver exceptional service
• Ensure timely and effective resolution of customer feedback and enquiries, demonstrating a commitment to exceptional service
• Act as the escalation point for complex or high-priority customer issues, ensuring timely and effective resolution
• Develop and implement strategies to enhance our customer care operations, ensuring efficiency and effectiveness
• Stay informed about industry trends and best practices to ensure our customer care practices remain cutting-edge
• Support and execute ad-hoc duties and projects as assigned or required

Requirements

• Diploma/ Bachelor’s degree in any field or equivalent
• Minimum 3 years of experience in customer service management, preferably in a fast-paced, high-volume environment
• Must be willing to perform shift duties including weekends and Public Holidays when required
• Strong leadership skills with the ability to motivate and manage a team
• Excellent communication skills, both written and verbal, to communicate effectively with customers and all levels of the organisation
• Strong problem-solving skills to analyse complex data and identify areas of improvement
• Proficient in Microsoft Office and customer service software applications (e.g. Freshdesk, PowerBI)
• Ability to work in a fast-paced, deadline-driven environment with a high accuracy and attention to detail
• Excellent problem solving, critical thinking and time management skills
• Ability to work well in a team or independently
• Adaptable to changes in a highly dynamic work environment
• Proactive, self-motivated and keen learner

Information

• If you are facing issues submitting your application through Linkedln, please email us your resume at [email protected]. with the job title. 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 www.sportshub.com.sg

Are you an experienced leader with a passion for leading and motivating teams? Do you thrive in a fast-paced work environment and enjoy identifying areas of improvement? We are seeking a highly motivated and experienced Assistant Customer Care Manager to support the day-to-day operations of our customer care team. The successful candidate will work closely with the Customer Care Manager to ensure exceptional customer service, achieve departmental goals and manage a team of customer care representatives.

Responsibilities

• Manage the deployment of customer care representatives according to varying venue operating hours and event requirements, ensuring optimal resource utilisation and execution of customer service operations
• Provide leadership and guidance to the customer care team, fostering a positive and collaborative work environment
• Lead the recruitment, training and onboarding processes for new customer care members
• Play a key role in monitoring team performance and analysing performance metrics to drive continuous improvement
• Conduct regular audits to evaluate the quality of our customer interactions and identify areas for improvement
• Analyse customer feedback and data to identify trends, develop action plans to address issues and opportunities for innovation
• Compile and deliver insightful reports and presentations on team performance, initiatives and outcomes to key stakeholders
• Contribute to the development and implementation of policies and procedures that align with the company’s objectives, ensuring consistency in excellence in service delivery
• Collaborate cross-functionally to implement process improvements and initiatives that enhance overall customer experience
• Design and deliver training programmes to equip our customer care team with the skills and knowledge required to deliver exceptional service
• Ensure timely and effective resolution of customer feedback and enquiries, demonstrating a commitment to exceptional service
• Act as the escalation point for complex or high-priority customer issues, ensuring timely and effective resolution
• Develop and implement strategies to enhance our customer care operations, ensuring efficiency and effectiveness
• Stay informed about industry trends and best practices to ensure our customer care practices remain cutting-edge
• Support and execute ad-hoc duties and projects as assigned or required

Requirements

• Diploma/ Bachelor’s degree in any field or equivalent
• Minimum 3 years of experience in customer service management, preferably in a fast-paced, high-volume environment
• Must be willing to perform shift duties including weekends and Public Holidays when required
• Strong leadership skills with the ability to motivate and manage a team
• Excellent communication skills, both written and verbal, to communicate effectively with customers and all levels of the organisation
• Strong problem-solving skills to analyse complex data and identify areas of improvement
• Proficient in Microsoft Office and customer service software applications (e.g. Freshdesk, PowerBI)
• Ability to work in a fast-paced, deadline-driven environment with a high accuracy and attention to detail
• Excellent problem solving, critical thinking and time management skills
• Ability to work well in a team or independently
• Adaptable to changes in a highly dynamic work environment
• Proactive, self-motivated and keen learner

Information

• If you are facing issues submitting your application through Linkedln, please email us your resume at [email protected]. with the job title. 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 www.sportshub.com.sg