In this role, you will:
- Coordinate and uphold the quality and productivity of the Customer Services and Operations function.
- Provide support to the outsourced Contact Center.
- Manage the day-to-day operations of the Customer Operations team and provide support in the governance aspect to ensure compliance and performance KPIs are met.
- Collaborate widely with internal and external stakeholders to align business objectives and develop/execute strategic requirements and work streams in support of the business strategy and needs.
- Handle and manage escalations, complaints and provide resolutions on complex customer issues promptly and effectively under minimum supervision.
- Analyze data from Customer Service issues / requests to review, provide feedback and recommendations to internal stakeholders for improvement.
- Perform any other duties assigned.
You will be a great match if you have:
- Bachelor's degree with at least 5 years of relevant experience in customer service related field.
- Strong verbal, written and interpersonal communication skills are required.
- Good understanding of Customer services and experience metrics and operations.
- Good knowledge in customer service best practices.
- Ability to work independently in a fast-moving yet ambiguous environment and highly confident in responding to challenging and changing circumstances.
- Hands-on experience in transformation projects
- Experience working in a Digital-Tech start-up industry
