Jobs Tagged: Singapore
1 total jobs tagged

Dekeo: Customer Service Manager

The goal is to keep the team running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.Position is a full-time remote contract opportunity in US/Canada time zones.RESPONSIBILITIESOversees customer issues and ensure effective and long-term problem resolution.Achieves customer service objectives by contributing customer service information and recommendations to strategic plans; preparing and completing action plans, implementing procedures to increase efficiency, resolving root of the problems, identifying customer service trends, determining system improvements.Improves customer service quality results by evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.Responds to customer inquiries and problem solving in a professional and effective manner.Assists Customer Service Representatives in troubleshooting orders that require special handling.Partners with the management to align customer service policies with the company's objectives and provide feedback to the company regarding service failures or customer concerns.Coaches Customer Service Team in order to achieve high performance.Structures the training agenda for department members.Measures Customer Service Representatives’ performance and makes employment decisions.REQUIREMENTSMinimum 3 years of managing a team with 5+ years of customer support experienceMinimum 2 years of working in eCommerceAbility to think strategically and to lead and manage a team of 15-20 customer service reps with metric-driven goalsStrong client-facing and communication skillsAdvanced troubleshooting and multi-tasking skillsExperience in providing online customer service supportExcellent knowledge of management methods and techniquesBS degree in Business Administration or related fieldWorking knowledge of customer service software, databases and tools (Zendesk and JIRA)Must be able to work in US or Canada Time zones To apply: Apply online at https://dekeo.workable.com/j/6C4053F4CD…

Source: 37Signals Job Board