Customer Happiness Manager - Circles.Life｜Meet.jobs
Salary
5k - 8k SGD Monthly
Required skills
Job description
We have an opening for a Customer Happiness Manager who wants to gain valuable experience and exposure at a rapidly scaling telco startup in Singapore.
Do you want to get first hand insights on how a rapidly scaling tech startup operate?
Do you enjoy working within an entrepreneurial environment, having personal freedom to act, and be part of a fun, energetic team who are running at full speed to ignite a digital disruption in telecommunications?
If the answer is YES, read on to find out more about the role at Circles.Life!
Responsibilities
The Customer Happiness Manager at Circles.Life is an extraordinary role on various fronts. On one hand, you will get the unique opportunity to contribute towards building a progressive culture at a rapidly growing organisation. On the other hand, you will introduce best practices, drive initiatives, and monitor deliverables across the customer services team.
Circles.Life is not just another startup, and this is not another customer services operations role. You would need to bring to this role an exceptional degree of cross-functional expertise, cultural sensitivity, and vision towards building a pan-Asian organisation from its fledgling presence in Singapore. You will work closely with the co-founders and business heads, challenge the status-quo, contribute ideas, and implement agendas - all at a pace that is exacting, but nonetheless, exciting.
Day-to-day operations (60%)
Performance
Managing agents’ workload and schedule to make sure we reach our KPIs
Monitoring KPIs and setting action plans to reach targets
Team growth
Training agents along releases of new features, promotional campaigns and product improvements
Coaching agents and taking ownership of the growth of the team
Internal coordination
Being the touchpoint for other business units: Marketing, Operations, Product etc.
Project management (40%)
Create smarter customer service and happier customers through various projects.
Creation of an innovative knowledge base, deployment of new channels, improvement of workflows, creation of special Customer Happiness Expert teams in charge of different customers or queries profiles, etc.
What’s on offer
Circles.Life provides a great environment and platform for employees to build their career. In this role, you can expect:
Unique opportunity to be a part of the digital disruption in telecommunication (Circles.Life is the only company of its kind in all of Asia!)
Autonomy in the role and in managing your own portfolio
Exposure to the fast-paced world of high-tech start-ups
Attractive experience and compensation
Working with passionate, smart and driven colleagues in a vibrant environment
Requirements
You are passionate about technology, disruptive models, organisational culture, and Customer Service
You will have managerial experience in supervising a department composed of team leaders and level 1 agents catering to various digital customer channels along with managing other sub-departments within CS: recruitment, training, performance management
You will have at least 2 to 4 years of experience as a start
Ideally you will come from a telco, call center / BPOs, and E-Commerce background
You have an experience in managing projects geared towards process improvement, and customer experience
You will have experience in handling Escalations
You will have Queue Management / Roster Management
You are knowledgeable on Customer Service KPIs
You are familiar with CRM and customer ticketing tools such as Zendesk and Zopim
You are familiar with MS Office Skills which are needed for reporting
You will provide Coaching and Mentoring to your team of Happiness Experts
You are well adaptive to change when it comes to customer service trends
Do you want to get first hand insights on how a rapidly scaling tech startup operate?
Do you enjoy working within an entrepreneurial environment, having personal freedom to act, and be part of a fun, energetic team who are running at full speed to ignite a digital disruption in telecommunications?
If the answer is YES, read on to find out more about the role at Circles.Life!
Responsibilities
The Customer Happiness Manager at Circles.Life is an extraordinary role on various fronts. On one hand, you will get the unique opportunity to contribute towards building a progressive culture at a rapidly growing organisation. On the other hand, you will introduce best practices, drive initiatives, and monitor deliverables across the customer services team.
Circles.Life is not just another startup, and this is not another customer services operations role. You would need to bring to this role an exceptional degree of cross-functional expertise, cultural sensitivity, and vision towards building a pan-Asian organisation from its fledgling presence in Singapore. You will work closely with the co-founders and business heads, challenge the status-quo, contribute ideas, and implement agendas - all at a pace that is exacting, but nonetheless, exciting.
Day-to-day operations (60%)
Performance
Managing agents’ workload and schedule to make sure we reach our KPIs
Monitoring KPIs and setting action plans to reach targets
Team growth
Training agents along releases of new features, promotional campaigns and product improvements
Coaching agents and taking ownership of the growth of the team
Internal coordination
Being the touchpoint for other business units: Marketing, Operations, Product etc.
Project management (40%)
Create smarter customer service and happier customers through various projects.
Creation of an innovative knowledge base, deployment of new channels, improvement of workflows, creation of special Customer Happiness Expert teams in charge of different customers or queries profiles, etc.
What’s on offer
Circles.Life provides a great environment and platform for employees to build their career. In this role, you can expect:
Unique opportunity to be a part of the digital disruption in telecommunication (Circles.Life is the only company of its kind in all of Asia!)
Autonomy in the role and in managing your own portfolio
Exposure to the fast-paced world of high-tech start-ups
Attractive experience and compensation
Working with passionate, smart and driven colleagues in a vibrant environment
Requirements
You are passionate about technology, disruptive models, organisational culture, and Customer Service
You will have managerial experience in supervising a department composed of team leaders and level 1 agents catering to various digital customer channels along with managing other sub-departments within CS: recruitment, training, performance management
You will have at least 2 to 4 years of experience as a start
Ideally you will come from a telco, call center / BPOs, and E-Commerce background
You have an experience in managing projects geared towards process improvement, and customer experience
You will have experience in handling Escalations
You will have Queue Management / Roster Management
You are knowledgeable on Customer Service KPIs
You are familiar with CRM and customer ticketing tools such as Zendesk and Zopim
You are familiar with MS Office Skills which are needed for reporting
You will provide Coaching and Mentoring to your team of Happiness Experts
You are well adaptive to change when it comes to customer service trends
