Job Description

We are seeking a talented Customer Service Manager for one of our major telecommunication clients. Having a desire to build a pan-Asian organisation from its ground in Singapore, our client always makes every effort to provide consumers with one-of-a-kind mobile experiences and to make a difference in the global telco industry. If you share the same passion, continue reading to see if this is the perfect role for you!

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Role: Customer Service Manager

You’re offered: n

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- An exciting opportunity to be a part of the digital disruption in telco industry
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- A great autonomy in managing your own portfolio
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- Exposure to the fast-paced world of high-tech start-ups
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- Attractive compensation and perks package
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You’re expected to: nn
- Lead the team to improve Customer Experience & Satisfaction to ensure KPIs are always met
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- Set action plans to achieve continuous team growth
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- Train staffs along releases of new features, promotional campaigns and product improvements
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- Be the touchpoint for other departments such as Marketing, Operations and Product.
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- Contribute to the success of various projects
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A potential candidate would need: nn
- A passion for technology, disruptive models, organisational culture, and Customer Service
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- At least 5 years of experience in digital customer service (preferably)
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- Proven track record in process improvement such as CSAT
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- Ability to take ownership of the team growth
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- Ideally previous experience in Escalations, Queue Management and Roster Management
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- A sound knowledge of Customer Service KPIs, CRM and customer ticketing tools such as Zendesk and Zopim
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- Ability to fit in a fast-paced environment
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- Leadership skills to manage a team of 50 plus direct and indirect (including outsourced)
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This advert was posted by CRIS.

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📌 Customer Service Manager (Sydney)
🏢 EBR Ever Better Recruitment
📍 Sydney