SSSemart - Senior Manager - Customer Service

Senior Manager - Customer Service

- Develop & Lead a team of 10 to 15 associates

- Responsible for the overall direction, coordination and evaluation of the team

- Responsible for Setting up end to end in house Customer Service process and give insights to management

- Develop and achieve performance goals and objectives in order to achieve customer promise expectations

- Voice of the Customer: Summarizing and providing critical analysis to top 3 customer issues to be improved

Basic Qualifications :

- Minimum 2-5 years experience in Contact Center Operations (Customer Service for Ecommerce)

- Have Exposure to CRM software like Ameyo, Knowlarity & Ozonetel

- Strong oral (speaking, listening, interpretation) and written communication skills

- Able to work in an ambiguous, internet-speed environment

- Passion for ensuring a great customer experience with every case/contact