Digital Customer Experience Lead
2 months ago
Job Title: Customer Service Manager
We are seeking a talented Customer Service Manager for one of our major telecommunication clients. Our client always makes every effort to provide consumers with unique mobile experiences and to make a difference in the global telco industry.
Key Responsibilities:
- Lead the team to improve Customer Experience & Satisfaction to ensure KPIs are always met
- Set action plans to achieve continuous team growth
- Train staff along releases of new features, promotional campaigns and product improvements
- Be the touchpoint for other departments such as Marketing, Operations and Product
- Contribute to the success of various projects
Requirements:
- A passion for technology, disruptive models, organisational culture, and Customer Service
- At least 5 years of experience in digital customer service (preferably)
- Proven track record in process improvement such as CSAT
- Ability to take ownership of the team growth
- Ideally previous experience in Escalations, Queue Management and Roster Management
- A sound knowledge of Customer Service KPIs, CRM and customer ticketing tools such as Zendesk and Zopim
- Ability to fit in a fast-paced environment
- Leadership skills to manage a team of 50 plus direct and indirect (including outsourced)
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