PERSOL APAC Japan Desk Hiring! Full Time Assistant Manager (Customer Experience) in - Ricebowl

Our client, a well-known company is looking for candidates for the position of Assistant Manager (Customer Experience).

RESPONSIBILITIES

• Oversee daily customer support operations, addressing inquiries and complaints via email and social media.
• Investigate escalated customer issues, collaborating with relevant departments for timely resolutions.
• Develop and maintain standard operating procedures (SOPs), response templates, and service guidelines for customer support.
• Monitor service key performance indicators (KPIs) such as response and resolution times, providing recommendations for improvements.
• Participate in the implementation of the Customer Relationship Management (CRM) system, from business requirements to user testing and workflow design.
• Ensure accurate maintenance of customer data within the CRM system and support its continuous improvement.
• Supervise and allocate daily team workloads, providing coaching to enhance service quality and operational efficiency.
• Analyze customer feedback and complaint trends, preparing monthly reports to recommend service enhancements.

REQUIREMENTS

• A relevant Degree in Business, Communications, or a related field.
• Minimum of 5 years of experience in customer support or a related function.
• Experience in F&B related industry would be of added advantage.
• Proven track record in managing customer support teams and processes.
• Experience with CRM systems and the ability to implement process improvements.
• Strong analytical skills, with the ability to derive insights from data.
• Excellent interpersonal and communication skills.

Interested candidates who wish to apply for the advertised position, please click on “Apply”. We regret that only shortlisted candidates will be notified.

EA License No.: 01C4394 (PERSOL SINGAPORE PTE LTD)

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