Senior Client Services Analyst

Senior Client Services Analyst

Salary: $6500-8000

Job Description:

1. Lead and manage the Chinese region customer service team, including recruiting, training, and supervising customer service representatives.
2. Set performance goals and objectives for the customer service team and monitor their progress.
3. Develop and implement customer service policies and procedures to ensure consistent and efficient service delivery.
4. Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolutions.
5. Maintain a strong understanding of the company's products and services to effectively address customer inquiries and provide accurate information.
6. Analyze customer feedback and data to identify areas for improvement and implement changes to enhance the customer experience.
7. Collaborate with other departments, such as sales and marketing, to ensure a seamless customer experience across all touchpoints.
8. Manage customer service metrics and create reports to monitor team performance and customer satisfaction levels.
9. Stay up-to-date with industry trends and best practices in customer service to continuously improve processes and strategies.
10. Foster a positive and customer-focused work environment, promoting teamwork and collaboration among team members.

Requirements:

1. Bachelor's degree in business administration, marketing, or a related field.
2. Proven work experience as a customer service manager or similar role.
3. Excellent communication and interpersonal skills, with the ability to effectively interact with customers and team members at all levels.
4. Strong leadership and management skills, with the ability to motivate and inspire a team.
5. Exceptional problem-solving and decision-making abilities.
6. Experience in developing and implementing customer service policies and procedures.
7. Proficient in using customer service software and CRM systems.
8. Knowledge of customer service metrics and tools for measuring customer satisfaction.
9. Ability to handle challenging customer situations with tact and professionalism.
10. Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.

Interested applicants, kindly email your updated resume to [HIDDEN TEXT]. We regret that only shortlisted candidates will be notified.

Yvonne Chai Cheng Man
(EA License: 23115356 | UEN: 201715683K)

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