Job Requirements
Job benefits
-
Remote work options
Thanks to technology, we no longer have to be physically present at the office to be productive. Joining our company allows you to work anywhere without place-constraint.
-
Medical insurance
To ensure your health and wellbeing, you have various medical plans to choose from depending on your situation and unique needs. From partial up to full medical coverage, we got you covered.
-
Professional Development
Every employee is an invaluable asset to any team; that's why we want to help you grow. Level up your skills and expertise through our professional co-development programs with notable organizations. We will cover the cost.
This job post is managed by
Skills
Job description for Customer Service Manager at Mighty Jaxx
- Work with multiple business units and stakeholders to lead and execute cross-department customer experience projects/initiatives.
- Investigate and perform ethnographic research and contextual design investigations to understand customer behaviours, pain points, needs and aspirations.
- Bring customer research and insights to life through personas, customer journeys, insight-opportunity frameworks, system maps, scenarios planning and ideation workshops.
- Plan, facilitate and conduct brainstorming and ideation workshops with business users and other relevant stakeholders using the insights/research for co-creation of ideas.
- Mentor Customer Service Executive & Junior Customer Service Executive , guide the team in execution of customer service related matters, as well as show them how to own and drive development, problem-solve and communicate effectively.
- Mentor team performance and set team’s Key Performance Indicators (KPIs).
- Develop and implement service excellent requirements including but not limited to setting KPIs, processes, standard operating procedure, crisis management, internal and external communication etc.
- Ensures all customers complaints are handled well, upholding and improving Mighty Jaxx's brand reputation/image. Make sure that all customers’ complaints are resolved in timely & satisfactory manner.
- Synthesize findings, outcomes from ideation workshops, and converge them to a set of tangible offerings, in partnership with product/business owners. Align objectives with all stakeholders on a timely basis.
- Work with internal and external partners to execute special projects assigned and advise in the area of service experience and customer journey.
- Support any other projects and initiatives from a customer’s point of view.
- To assist Head of Departments, C-levels whenever necessary.
- Minimum 5-6 years of experience in Customer Service processes, framework, planning and implementation
- Minimum Diploma/Degree in any field or its equivalent
- Possess domain knowledge in Business/Marketing/E-commerce and/or Services/Operations preferred
- Possess creative thinking and high level of problem-solving skills and advisory to management in respect of customer service excellence related matters.
- Is an excellent team player. Has strong organisational and follow-up skills as well as the ability to work independently
- Good interpersonal skills and able to coach and mentor teammates
- Able to draft clear and concise written communication
- Ability to develop business-oriented results with appropriate level of detail and keep the right people informed
- Proficient in preparing presentation materials and reports
- Demonstrate decision-making latitude
- Must be IT-savvy
- Is detailed-oriented with strong analytical skills
- Able to multitask and perform well under pressure
- Experience in project management preferred but not necessary
- Knowledge of Zendesk software is a plus point