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About Us
High Five helps companies source, hire and pay tech talent in Southeast Asia - compliantly, without needing to set up a local entity. Our services include Talent sourcing, Employer and Agency of Record, and Global payroll.
Company Profile
High Five is partnering with eSIM Start Up based in Singapore. As a Customer Service Manager, you will oversee the customer service department, ensuring efficient operation, high-quality service delivery, and customer satisfaction.
The role involves handling escalated customer inquiries or complaints, analyzing customer feedback to identify areas for improvement, and collaborating with other departments to enhance the overall customer experience.
What you’ll do
- Team Leadership: Provide leadership and guidance to the customer service team, including training, coaching, and performance management.
- Customer Relations: Handle escalated customer inquiries or complaints, resolving issues promptly and professionally to ensure customer satisfaction.
- Performance Management: Set performance targets for the customer service team and monitor performance against these targets, providing regular feedback and support as needed.
- Process Improvement: Continuously review and improve customer service processes and procedures to enhance efficiency and effectiveness.
- Quality Assurance: Monitor the quality of customer interactions and provide feedback and coaching to ensure consistent service delivery.
- Data Analysis: Analyze customer feedback, complaints, and service metrics to identify trends and areas for improvement.
- Collaboration: Work closely with other departments, such as sales, marketing, and operations, to ensure a seamless customer experience across all touchpoints.
- Training and Development: Develop and deliver training programs for customer service representatives to enhance their skills and knowledge.
- Reporting: Prepare regular reports on customer service performance, including key metrics, trends, and areas for improvement.
- Budget Management: Manage the customer service department budget, including forecasting and cost control measures.
- Compliance: Ensure compliance with relevant regulations and company policies, especially regarding data protection and customer privacy.
- Content Moderation: Regularly review and evaluate existing content in the knowledge base to ensure accuracy, relevance, and quality. This includes articles, guides, FAQs, tutorials, and any other resources available to users. Ensure that information is current and up-to-date to provide users with accurate guidance and assistance
Job Requirements
- 3+ years experience in Customer Service Management
- Will report directly to leadership, Chief Operating Officer
- Must be able to think operationally and strategically
- Must speak professional proficient English
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
