We are seeking a motivated and customer-focusedSenior Manager, Customer Experienceto enhance satisfaction and streamline customer interactions. This role involves driving key initiatives, managing a high-performing team, and collaborating with various departments to improve customer journeys and operational processes.
The Key Responsibilities include but are not limited to:
1. Customer Experience InnovationSupport day-to-day operations of e-Commerce platform (Shopee/Lazada/Own website).
Assist customers with the ordering process, including order placement, tracking, cancellations, and returns.
Resolve issues related to order discrepancies, shipping delays, or damaged items.
Address and resolve customer complaints or concerns in a timely and effective manner.
2. Team ManagementAssist in onboarding, training, and mentoring team members for exceptional service delivery.
Monitor performance metrics and provide actionable feedback.
Lead team meetings, resolve conflicts, and ensure alignment with service standards.
3. Operational OversightDevelop and maintain resources such as FAQs, scripts, and training materials.
Oversee compliance with regulations and payment reconciliation processes.
4. Collaboration and ReportingWork with cross-functional teams to address process and system issues impacting customer experience.
Assist in preparing reports and deriving actionable insights from customer data.
What We're Looking For:
Diploma in any related discipline.
Minimum5years of working experience in customer service/experience and supervisory experience, and/or in-depth knowledge of customer experience or journey mapping.
Ability to manage deadlines and work collaboratively in a fast-paced environment and be willing to roll up your sleeves to drive organizational change.
Excellent verbal communication skills, and the ability to bring effective communication between departments and upper management.
Strong analytical, leadership, and problem-solving skills.
Proficiency in CRM systems and performance metrics.
Knowledgeable in Microsoft Excel and PowerPoint.#J-18808-Ljbffr