- Opportunity to lead a team in fast-growing startup
- Work with a highly-motivated and energetic team
- Employee-centric firm with comprehensive benefits
Our client is a high-growth SaaS startup for omnichannel retail and f&b businesses. This platform allows them to manage their business all in one place, from inventory to Ecommerce. They are backed by top VCs and have grown aggressively, with multiple offices in South East Asia.
In this role, you will be overseeing the customer care team's performance and consistently improve processes to ensure service levels are exceeded.
You will be responsible for :
Establishing and driving best practices through the entire support process
Interviewing potential applicants for the role and providing training to new hires
Actively responding to queries, complaints and escalations and leveraging this to identify areas of improvement.
Developing daily, weekly and monthly reports on support team’s productivity
Providing customer feedback to the appropriate internal teams
Maintaining an orderly workflow according to priorities
You have at least a Degree with at least 3 years experience managing customer support teams, ideally within a technology, B2B, SaaS company
Prior experience in managing team shifts is an added advantage
You have strong knowledge of management methods and techniques
Solid technical background with an ability to give instructions to a non-technical audience is required
You have working knowledge of customer service software and tools, as well as strong awareness of industry’s latest technology trends and applications
You have excellent interpersonal as well as written and verbal communication skills
You have advanced troubleshooting and multi-tasking skills, with ability to think strategically and lead.
You are willing to undertake weekend shifts.
|Work Location||Petaling Jaya|
|Salary Range||MYR 8000 — MYR 10000 monthly|
|Experience Required||3 years|
|Employment Type||Full Time|
|Vacancies Available||1 available|
Headquartered in 1 RAFFLES PLACE #27-03 / Singapore
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