Job Responsibilities
- Oversee the Customer Care division across SG and MY and set up and drive overall performance KPIs.
- Monitor and improve CSAT scores, NPS scores, average response time, and average resolution time, among other customer service metrics.
- Review and improve the various touchpoints of the customer care lifecycle journey for our product lines and other consumer products starting from post-sales handover.
- Be responsible for our after-sales revenue streams and increase the rate of cross-selling with our consumer products line as a result of excellent customer experience.
- Responsible for hiring and retaining top-performing customer care members for excellent service-level maintenance.
- Responsible for quality of service across the region through communication strategies with our customers and Partner Clinics with updated.
Requirements
- Minimally a bachelor's degree with at least 4 years of experience in a similar role (customer service team manager)
- Team leading experience.
- Advantageous to possess experience in the FMCG/E-commerce sector and familiarity with Salesforce or similar CRM software.
- Fluent in English and Mandarin to communicate effectively with senior management and stakeholders locally and regionally.
- Comfortable undertaking a hands-on role in a fast-paced work environment.
- Technical savvy.