Role: Customer Service Manager We are seeking a talented Customer Service Manager for one of our major telecommunication clients. Having a desire to build a pan-Asian organisation from its ground in Singapore, our client always makes every effort to provide consumers with one-of-a-kind mobile experiences and to make a difference in the global telco industry. If you share the same passion, continue reading to see if this is the perfect role for you! You're offered: ? An exciting opportunity to be a part of the digital disruption in telco industry ? A great autonomy in managing your own portfolio ? Exposure to the fast-paced world of high-tech start-ups ? Attractive compensation and benefits package You're expected to: ? Lead the team to improve Customer Experience & Satisfaction to ensure KPIs are always met ? Set action plans to achieve continuous team growth ? Train staffs along releases of new features, promotional campaigns and product improvements ? Be the touchpoint for other departments such as Marketing, Operations and Product. ? Contribute to the success of various projects A potential candidate would need: ? A passion for technology, disruptive models, organisational culture, and Customer Service ? At least 5 years of experience in digital customer service (preferably) ? Proven track record in process improvement such as CSAT ? Ability to take ownership of the team growth ? Ideally previous experience in Escalations, Queue Management and Roster Management ? A sound knowledge of Customer Service KPIs, CRM and customer ticketing tools such as Zendesk and Zopim ? Ability to fit in a fast-paced environment ? Leadership skills to manage a team of 50 plus direct and indirect (including outsourced) If this sounds like a perfect role for you, now is your chance to apply! Our agency guarantees that all applications made to our advertised positions are 100% confidential and all candidates are met with before submitting details to any of our client base. Applicant resumes will not be passed onto a 3rd party without your prior consent. This advert was posted by CRIS. http://cris.cloud