Customer Care Manager

Location Singapore, Singapore
Job reference Exp-HCLS_1560163129
Salary Basic + Bonus
Consultant name Alexis Bo Zhuang Mian
Consultant email alexis.bo@experis.com.sg
Consultant contact no. 65515307
EA License No. 02C3423
Consultant Registration No. R1872731
Main responsibilities:
  • Oversees customer support and technical support, any other customer facing support operations post sales
  • Directly manage the central support teams in APAC headquarters
Responsibilities:
  • Provides planning and controlling development of the technical support and service needs
  • Evaluates customer support and field service quality to ensure customer requirements are met.
  • Drive, establish and continually improve clear processes and training programs for customer facing support teams to ensure they can effectively support company's customers.
  • Establish KPIs and SLAs related to company's customer support (phone and tickets) and use them to drive performance across the region.
  • Drive continual improvements and corrective actions within local customer care teams with a focus on improving the customer experience and maintaining Service Level Agreements
  • Ensure customer's support complaints are handled effectively, and root causes of issues are addressed.
  • To review and evaluate all employees within the department, including team development and succession planning
  • Supervises development of established script and calling strategies. Develops call-handling procedures
  • Coordinates customer support with other departments, such as order processing marketing, training & sales
Requirements:
  • At least 4 years of experience managing a technical contact center team with remote support to customers
  • Familiar with SalesForce.Com, Cisco telephony systems or similar CRM aids
  • Willing to travel up to 25-30% of the time or whenever required
Interested applicants please send resume to alexis.bo@experis.com.sg
Bo Zhuang Mian
R1872731
Manpower Staffing Services (S) Pte Ltd
02C3423

Alexis, Zhuang Mian Bo EA License No.: 02C3423 Personnel Registration No.: R1872731