Senior Specialist, Customer Happiness

Job Responsibilities

• Handle complex customer inquiries and escalations with professionalism and efficiency.
• Provide guidance and support to junior team members in resolving customer issues.
• Track and analyse customer service metrics (e.g., CSAT, NPS, FRT) to identify trends and areas for improvement.
• Monitor key performance metrics such as Avg. First Response Time (FRT), Average Resolution Time (RT), Customer Satisfaction (CSAT) scores, Quality Assurance (QA) and another relevant set performance metric.
• Ensure compliance with service level agreements (SLAs) and quality standards.
• Identify gaps in customer support workflows and propose actionable solutions.
• Conduct regular performance reviews, providing constructive feedback/coaching to improve efficiency and effectiveness.
• Maintain and update support documentation and knowledge bases to assist the team.
• Conduct training sessions to upskill team members on best practices and tools.
• Act as a customer advocate by gathering feedback and providing insights to internal teams for continuous improvement.
• Participate in the development of customer-focused initiatives and strategies.
• Maintain and update Standard Operating Procedures (SOPs)/FAQs for the Customer Happiness team.
• Ensure accurate and timely reporting of weekly, monthly, and quarterly performance metrics.
• Generate insights and analysis for senior management to inform decision-making.
• Utilize business and data analytics tools (e.g., Excel, Lark) to interpret complex data, generate actionable insights, and develop solutions to enhance service quality.

Job Requirements

• Minimum of 3 years in a customer support role, with at least 1 year in a senior or leadership capacity.
• Strong knowledge of customer service tools, CRM software (e.g., Zendesk, Freshdesk, Salesforce), and performance analytics.
• Strong problem-solving, analytical, and communication skills.
• Proven experience managing multiple priorities, meeting deadlines, and thriving in fast-paced environments.
• Proven ability to work cross-functionally and build effective relationships with stakeholders.
• Experience with AI/chatbot tools and knowledge of customer experience best practices.
• Familiarity with data analysis and reporting tools.
• Knowledge of industry trends and competitive customer service practices.
• Excellent communication and interpersonal skills with the team.
• Strong leadership and people management skills.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Strong problem-solving abilities and a customer-centric mindset.
• Analytical skills with the ability to interpret data and generate actionable insights.
• Strong project management skills, with the ability to prioritize tasks, meet deadlines, and effectively coordinate multiple projects.
• Familiarity with customer support KPIs and performance metrics.
• Understanding of customer service best practices and workflows.
• Bachelor’s degree/diploma in Business Administration, Management, Customer Service, or a related field.
• 3-5 years of experience in customer support or operations.