Assistant Manager Customer Support

We are seeking an experienced Assistant Manager - Customer Service to lead and enhance our customer service operations. The ideal candidate will focus on driving premium service offerings, optimizing customer interactions, and implementing data-driven strategies to improve customer satisfaction.

Responsibilities

• Premium Service Focus: Enhance premium customer service offerings to boost revenue through personalized experiences.
• Data-Driven Insights: Analyze customer data to identify trends and provide actionable insights to senior management.
• Customer Touchpoints Management: Improve customer service at all touchpoints to enhance overall experiences and minimize waiting times.
• Mystery Shopping: Manage mystery shopping initiatives to ensure consistent service quality and staff readiness.
• RTA Liaisoning: Serve as the main contact with the Roads and Transport Authority (RTA) to ensure compliance and efficient operations.
• Team Management: Oversee supervisors to maintain high service standards.
• CRM Implementation and Utilization: Lead CRM tool implementation and ensure effective utilization by staff for accurate customer data management.
• Performance Metrics Monitoring: Monitor and improve key performance indicators (NPS, AHT, QA scores) to enhance customer satisfaction.
• Innovation and Growth Initiatives: Develop and execute initiatives to drive growth and foster a culture of continuous improvement.

Qualifications

• Experience in a customer service leadership role, preferably in the service industry.
• Strong analytical and team management skills.
• Proficiency in CRM systems.
• Excellent communication and interpersonal abilities.