Job Description

• Attend and resolve customers inquiries and complains ie Facebook, Instagram, calls, emails ... etc.
• To achieve department key performance metrics.
• Assists and guide customer service representatives and oversees their improvement in resolving customer problems.
• Innovate on processes with an end goal to solve customer’s problems in a better & more efficient way.
• Ensure smooth communication between CS department and other departments.
• Liaise with different departments on various issues/matters.
• Train new customer service representatives.
• Capable to track, compile, report relevant data for internal usage.
• Knowledge in using Zendesk advantageous

Job Requirements

• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree, any field.
• At least 5 year(s) of working experience in the related field is required for this position.
• Preferably Managers specializing in Customer Service, Call Center or equivalent.
• Excellent problem-solving abilities.
• Empathetic and can communicate in a caring and friendly manner.
• Strong time management skills and motivation to exceed expectations.
• Ability to work with systems you may not have come across before.
• Enjoy working in a face paced and changing work environment.
• Able to lead a team with a passion and drive to help customers and to deliver the best Customer Experience.
• Good verbal and written communication skills: English
• Possess a service-oriented customer service mindset.
• Independent and self-motivated.
• Excellent attention to details.

Additional Info