Send me more jobs like this

Customer Service Manager

Keywords / Skills : Customer Support Manager to manage our 24/7 customer service teams, systems, and projects that span several div Teams. The ideal candidate will be a proven leader with a solid background in high-level customer service.

10 - 20 years
Posted: 3rd Sep 2017

Nationality
Australia, Canada, Malaysia, Netherlands, New Zeal...
Industry
Banking/ Financial Services
Customer Service
Education
Entertainment/ Media/ Publishing
ITES/BPO
Advertising/PR/Events
Internet Service Provider
Travel/ Tourism
Any
Function
Marketing & Communications
Customer Service/ Call Centre/ BPO
Advertising/Entertainment/Media
Role
Operations Manager
Manager - Service Delivery
Quality Assurance/ Control
Education
Bachelors/ Degree, Masters/ Post Graduate
Posted On
3rd Sep 2017
Job Description
This role will be responsible for the continued success of our established support team, as well as, ongoing growth and development of new project teams related to the quality and support objectives of MOBE. The right candidate will also be a thought leader in the company and point of contact for other departments such as QA, Information Technology, Events, Finance, Affiliate Liaison Relations, Operations, and Human Resources. This role also involves frequent communication with offsite call centers to keep remote Support teams prepared with the scripts, tools, and policies to resolve customer issues.

RESPONSIBILITIES

Manage customer service for all MOBE support teams both remotely and in the KLCC main office utilizing BPR (Business Process Reengineering).

Will work with Events to coordinate Event routing forms/checklists so that they are completed for past events; set up for next events as well as spreadsheets prepared; collections/bank wires, etc. for all events.

Research and implement industry best practices, strategic planning with a daily emphasis on keeping our industry-leading customer satisfaction rating at 88% and above. MOBE averages between 7000 and 9000 tickets a month in this Division.

Oversee the monitoring of public relation communication and social media channels including 10 different email accounts and close to a dozen social media groups over several popular platforms including Facebook Group maintenance.

Responsible for Division quality and control measures for a large section of cross-division projects including making sure that payment triggers, processing of payments are done in a timely fashion.

Work heavily with the Finance Team on merchant account monitoring issues to prevent declines, as well as, constant work with collection teams to prevent refunds and chargebacks.

Work heavily with finance on internal commission payouts when questions arise for the timely payment of staff and client consultant commissions.

Oversee the annual customer support budget and manage support vendors, including scaling up/down across multiple delivery centers and/or vendors.

Oversee and direct the continuous improvement of Division policy and procedures for all public-facing support documentation, policies, scripts, articles and images for the MOBE support site as well as scripts for use by customer service representatives in their daily call center and ticket support duties.

Review support interface flow and error messaging to improve clarity and reduce chance of client/consultant confusion resulting in technical support contacts.



About Company

MOBE is both an online education company and also a seminar training company, which was started in 2011 by Matt Lloyd.

Our clients are entrepreneurs and business owners from a wide range of different niches. Some have been in business for decades. The majority are just starting out on their entrepreneurial journey.

Our mission is to provide our clients with all the training they need to grow hugely successful business’s, that give them both financial and time freedom so they can get more enjoyment out of their lives.
Career Advice to Find Better

What can I do when my salary history makes me really expensive in my current job market? I dont want to take a huge salary cut, but I am not having success interviewing.
Ironically, years of experience or having valuable expertise can sometimes put you in a tough spot and leave you feeling frustrated and discouraged. You cannot control where

Similar Jobs


Walkin for you