KrisShop Hiring! Full Time Assistant Manager, Customer Engagement in - Ricebowl

Key Responsibilities

Strategic Initiatives and Project Management

• Lead and support customer engagement projects and initiatives that align with KrisShop’s business objectives.
• Work closely with Marketing, Logistics, IT, and external partners to ensure customer service requirements are effectively addressed.
• Act as the key contact for customer engagement workstreams in cross-functional projects.
• Translate business objectives into practical service plans, processes, and deliverables.
• Own and incorporate knowledge management, quality management, and service improvement practices into relevant projects and initiatives.
• Coordinate project implementation, stakeholder alignment, progress tracking, and post-project reviews.
• Adapt to changing business priorities by tackling new challenges and ad-hoc assignments as they arise

Process and System Improvements

• Lead projects to improve customer engagement processes, workflows, systems, and service quality.
• Develop, document, and continuously improve SOPs, work instructions, and best practices.
• Quality Management, Knowledge management and Training Material improvements and optimization
• Use customer feedback and operational data to identify and implement improvements.

Operations and Escalation Management

• Oversee and support day-to-day customer engagement operations to ensure efficient, consistent, and high-quality service delivery.
• Manage customer enquiries and escalations across multiple channels, ensuring timely and effective resolution.
• Serve as a senior point of escalation for complex customer issues, demonstrating exceptional problem-solving and conflict resolution skills.
• Provide coaching, guidance, and real-time support to customer engagement team members.
• Monitor key performance indicators, including CSAT, First Response Time, resolution time, and quality scores.
• Identify operational gaps and recommend improvements to enhance customer satisfaction, service quality, and efficiency.
• Periodically activated to coordinate incident response for the call centre to maintain uninterrupted operational continuity over weekends

Job Requirements

Qualifications and Expertise:

• Bachelor’s degree or diploma in Business Administration, Customer Experience, Operations Management, Information Systems, Communications, or a related discipline.
• Minimum 5–7 years of relevant experience in customer service, contact centre operations, customer experience, service quality, or project management, preferably within an e-commerce, marketplace, retail, aviation, or technology environment.
• Proven experience in leading or supporting cross-functional projects, process improvement initiatives, and system implementations from planning through to post-implementation review.
• Demonstrated experience managing customer escalations, service recovery, operational incidents, and complex customer issues across multiple channels.
• Experience in developing and maintaining SOPs, work instructions, knowledge bases, quality frameworks, training materials, and service improvement programmes.
• Willingness and ability to travel regionally approximately once a month to visit operational sites, engage stakeholders, conduct service reviews, and support process improvement initiatives.
• CX Platform Expertise: Proven expertise in Customer Experience platforms, particularly the Zendesk suite. This includes the ability to independently configure triggers and automations, build custom reports and dashboards in Zendesk Explore, and manage knowledge bases in Zendesk Guide.
• Marketplace Platform Familiarity: Familiarity with the operational and customer service workflows of marketplace platforms such as Mirakl or other similar enterprise-level solutions.
• Enterprise Suite Familiarity: Working knowledge of how customer service functions interact with a broader enterprise technology stack. Specific familiarity with Microsoft ERP (e.g., Dynamics 365) and the Adobe Commerce (Magento) suite is highly desirable.
• GenAI and Automation: A strong interest and understanding of the application of Generative AI, automation, and chatbot technology in a modern customer service environment to enhance agent productivity and improve customer self-service capabilities.