Customer Service Manager

Permanent Position
31 Mar 2020
Expires on 30 Apr 2020

Company Description

This position provides an opportunity to have a daily impact on business and will interface regularly with customers, Sales team and Supply chain organization. The candidate must have a willingness to work through difficult situations and circumstances while keeping and portraying a professional disposition at all times. Our client expects a lot from our team so they need a passionate individual who can engage the team around them, empathetic but business focused to ensure we are able to deliver great customer service as we evolve and grow our business in Asia.

Posted by

Shin Yi Tan

Tel

03-2272 7777

Email

Job Description

 

  • Lead customer service team to onboard new customers and partners, drive successful product and platform adoption, and resolve issues and maximize value
  • Establish a trusted advisor relationship with the team leaders while encouraging continuous learning within teams.
  • Oversee daily operations and ensure a strong customer relationship exists between customer service and customer from end to end, once the sale is made, including keeping the customer informed of all product updates.
  • Serve as an escalation point for customer issues to ensure issues are resolved as quickly and effectively as possible.
  • Work with Continuous improvement / Business analyst to track and achieve KPI’s and targets.
  • Become a trusted right-hand advisor lead to implement a new strategy to improve our customer’s experience to the regional customer service director.
  • Work cross-functionality through gathering feedback and collaborating with other departments including Sales, and Supply chain to improve customer experience.
  • Development of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high performance.

Requirements

  • Bachelor’s degree or equivalent experience.
  • 5+ years of experience in customer success at a B2B company.
  • Proven track record leading a successful customer service team in a growth-oriented B2B environment.
  • A strategic, empathetic, and detail-oriented leader who is fearless about executing a world-class CS organization.
  • Experience rolling out processes and programs with a customer-focused mindset.

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