[SGN] Customer Services Manager

Mô tả Công việc

Customer Service Operations

• Develop and implement customer service policies, procedures, and standards to enhance user/driver experience.
• Monitor key performance indicators (KPIs) such as response time, first contact resolution (FCR), and customer satisfaction (CSAT).
• Oversee contact center teams (hotline, chat, email) to ensure prompt and effective issue resolution.
• Work closely with cross-functional teams (Operations, Business Development, Tech) to address customer/driver pain points and improve service quality.

Customer Experience Enhancement

• Identify customer/driver trends and pain points through data analysis and feedback.
• Collaborate with product and tech teams to optimize user/drivers journeys and reduce service issues.
• Implement automation and self-service solutions (FAQs, chatbots) to improve efficiency.

Team Leadership & Development

• Recruit, train, and mentor customer service representatives and team leaders.
• Conduct regular performance evaluations and provide coaching for continuous improvement.
• Foster a customer-first culture within the team, ensuring empathy and professionalism in all interactions.

Yêu Cầu Công Việc

• Bachelor’s degree in business administration or relevant field.
• A minimum of 5 years of proven experience in a customer service position, with at least 2 years in a managerial role (preferably in tech, e-commerce, or logistics).
• Leadership: Proven ability to lead, mentor, and scale customer service teams.
• Problem-Solving: Strong analytical and problem-solving skills to address customer issues effectively.
• Communication: Excellent verbal and written communication skills
• Tech-Savvy: Familiarity with CRM tools (e.g., Zendesk, Freshdesk), chatbot solutions, and data analytics.
• Customer-Centric Mindset: Passion for delivering outstanding customer experiences.