Supervisors/Team Leaders (Call Centre & Customer Service)
We seek a dedicated and results-driven Customer Experience Manager to oversee and mentor a team of Customer Experience Executives.
The primary goal is to convert online prospects into first-time customers, re-engage lapsed customers and assist existing customers through exceptional service while maintaining high team performance.
Key Responsibilities:
Sales Leadership
Drive the team to achieve sales targets by converting leads into first-trial purchases.
Track, monitor, and motivate staff to consistently meet their sales KPIs and existing customer appointment targets.
Provide day-to-day, weekly, monthly, and quarterly reporting on:New leads.
Existing customer appointments.
Consult reports (completed appointments).Develop strategies to meet all KPIs, enabling team members to achieve their incentives and commissions.
Team Management and Development
Lead, mentor, and nurture a team of Customer Experience Executives across social media platforms (Instagram, Facebook, and WhatsApp) through the usage of Respond.io.
Empower the team to achieve top performance through supportive measures and training.
Address performance issues constructively and implement improvement plans as needed.
Supervise daily operations, including:Shift planning
Leave management
Out-of-hours processesContinually upskill team members with regular evaluations and training sessions.
Process and Strategy Development
Craft Standard Operating Procedures (SOPs) to manage customer expectations, including:Onboarding, workflow, guidelines and usage of communication and reporting tools.
Inquiry handling.
Complaint escalation to Customer Care department.Establish and test innovative strategies to improve customer service.
Collaborate with the IT department to optimise tools and improve reporting efficiency.
Develop KPIs and reporting metrics to measure team effectiveness, analyse statistics, and share insights with HODs.
Facilitate seamless collaboration between departments (Operations, Training, Sales, and Marketing) to align service delivery.
Enhance the customer journey from online to offline by working closely with internal teams.
Develop and maintain a comprehensive internal knowledge base of company services and products.
Ensure personalised and accurate responses are provided by the team to meet customer expectations.
Requirements:
3+ years of experience in Customer Service/Support.
Excellent oral and written communication skills in English and Bahasa.
Mandarin is an advantage.
Strong knowledge of customer service management methods and techniques.
Strategic thinking and ability to lead a team.
High emotional intelligence, advanced troubleshooting, and multi-tasking skills.
Experience in developing business process improvement strategies.
Ability to work effectively in a high-pressure environment.
If you are passionate about delivering exceptional customer experiences and have the skills to lead a dynamic team, we would love to hear from you.#J-18808-Ljbffr