Manager, Customer Happiness Centre

The Manager is responsible for overseeing and optimizing the operations of the Customer Happiness Centre and the Ecommerce B2C department. This role plays a pivotal role in ensuring exceptional customer experiences, efficient processes, and the achievement of key performance metrics.

Responsibilities and Duties

Team Leadership and Development:

1. Lead, coach, and mentor teams in the call centre and Ecommerce B2C department.
2. Foster a positive and high-performance work culture.
3. Conduct regular performance evaluations and provide feedback for team members' growth.

Operational Management:

1. Develop and implement strategies to enhance call centre and Ecommerce B2C department operations.
2. Monitor and analyze performance metrics such as response times, customer satisfaction, and order fulfillment.
3. Ensure efficient resource allocation and scheduling to meet customer demand.

Customer Experience Enhancement:

1. Continuously improve customer service standards to exceed customer expectations.
2. Resolve escalated customer issues or concerns in a timely and satisfactory manner.
3. Implement best practices for delivering exceptional customer experiences in both call center and e-commerce interactions.

Process Improvement:

1. Identify and implement process improvements to enhance efficiency and reduce costs.
2. Collaborate with cross-functional teams to streamline workflows and optimize order fulfillment processes.

Technology and Tools Management:

1. Evaluate, select, and manage customer service technology and tools, including CRM systems and e-commerce platforms.
2. Ensure that technology supports the needs of both departments and integrates seamlessly.

Reporting and Analytics:

1. Generate regular reports on performance metrics and KPIs.
2. Analyze data to identify trends, areas for improvement, and opportunities for growth.
3. Make data-driven decisions to improve departmental operations.

Compliance and Quality Assurance:

1. Ensure compliance with relevant regulations, industry standards, and company policies.
2. Implement quality assurance programs to maintain service quality and consistency.

Budget Management:

1. Develop and manage budgets for both the call centre and Ecommerce B2C department.
2. Monitor expenses and allocate resources efficiently.

Ensure the team follows workplace safety and health instructions and procedures.

Ensure any injury, illness, unsafe acts, or conditions are reported and inspected as required.

Principle Accountabilities

1. Customer Satisfaction and Experience: Monitor and respond to customer feedback and complaints effectively.
2. Operational Efficiency: Optimize call center and e-commerce DTC operations for efficiency and cost-effectiveness. Develop and implement processes and workflows that minimize errors and delays.
3. Performance Metrics: Customer Acquisition, Sales Revenue, NPS, Service Level, Abandoned Calls, App downloads, Customer feedback ratings, ASP, AOV, Waiting Time.
4. Team Management and Development: Foster a culture of collaboration, accountability, and continuous improvement.
5. Technology and Tools: Stay updated on emerging technologies and recommend adoption when beneficial.
6. Reporting and Analytics: Generate and analyze reports to make data-driven decisions.
7. Cross-Functional Collaboration: Collaborate with other departments such as marketing, sales, and logistics to ensure alignment and a seamless customer journey.

Qualifications & Training

1. Bachelor's degree in a related field.

Experience

1. 5 to 7 years of experience in managing a call centre.

Knowledge

1. Knowledge of customer service.

Skills

1. Excellent communication and interpersonal skills.
2. Medium Excel & Power Point.