Digital Customer Experience, Assistance Manager
6 months ago
**Responsibilities**:
- Strategic Development: Develop and implement customer experience strategies that align with the company's goals, focusing on enhancing satisfaction, loyalty, and advocacy.
- Customer Feedback Analysis: Regularly collect and analyze customer feedback across all touchpoints to identify areas for improvement. Implement changes to processes or products based on actionable insights.
- Team Management: Lead a team of customer service specialists to ensure high-quality support is delivered consistently. Provide training and development to enhance team performance.
- Process Improvement: Continuously evaluate and refine customer service processes to improve efficiency and effectiveness. Implement best practices for issue resolution and customer interaction.
- Collaboration with Cross-functional Teams: Work closely with the marketing, product, and operations teams to ensure a cohesive customer journey. Facilitate the integration of customer feedback into product development and marketing strategies.
**Job Requirements**:
- Possess a Diploma/Bachelor's degree in Business, Marketing, E-commerce or hospitality
- Possess significant experience in customer service or customer experience management, preferably in a digital or e-commerce setting. Knowledge of Zendesk is crucial.
- Excellent customer service skills and awareness of customer expectations.
- Ability to develop and implement strategies for improved customer interactions across digital touchpoints.
- Strong leadership and analytical skills with a focus on using customer data to inform decisions.
- Capability to work closely with external BPO partners for inquiry management.
- Excellent communication and interpersonal skills, with the ability to manage and motivate a team.
- Familiarity with CRM software and customer service tools.
- Ability to manage multiple priorities in a fast-paced environment.
**Job Highlights**:
- Enjoy medical, dental, optical, insurance and staff discount benefits
- Harmonious working culture
- Near to MRT station
**Job Types**: Full-time, Permanent
**Benefits**:
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
Schedule:
- Monday to Friday
Application Question(s):
- Please state your current salary.
- Please state your expected salary.
- Please state your notice period required.
**Experience**:
- Customer service: 4 years (required)
- Zendesk: 2 years (required)
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