Customer Care Manager

Customer Care Manager

Snaphunt Pte Ltd
Other - Malaysia
3-8 years
96000 - 120000 MYR

Job Description

  • Opportunity to lead a team in fast-growing startup
  • Work with a highly-motivated and energetic team
  • Employee-centric firm with comprehensive benefits

Our client is a high-growth SaaS startup for omnichannel retail and f&b businesses. This platform allows them to manage their business all in one place, from inventory to Ecommerce. They are backed by top VCs and have grown aggressively, with multiple offices in South East Asia.

The Job

In this role, you will be overseeing the customer care team's performance and consistently improve processes to ensure service levels are exceeded.
You will be responsible for :
  • Establishing and driving best practices through the entire support process
  • Interviewing potential applicants for the role and providing training to new hires
  • Actively responding to queries, complaints and escalations and leveraging this to identify areas of improvement.
  • Developing daily, weekly and monthly reports on support team’s productivity
  • Providing customer feedback to the appropriate internal teams
  • Maintaining an orderly workflow according to priorities

The Profile
  • You have at least a Degree with at least 3 years experience managing customer support teams, ideally within a technology, B2B, SaaS company
  • Prior experience in managing team shifts is an added advantage
  • You have strong knowledge of management methods and techniques
  • Solid technical background with an ability to give instructions to a non-technical audience is required
  • You have working knowledge of customer service software and tools, as well as strong awareness of industry’s latest technology trends and applications
  • You have excellent interpersonal as well as written and verbal communication skills
  • You have advanced troubleshooting and multi-tasking skills, with ability to think strategically and lead.
  • You are willing to undertake weekend shifts.

Ref :88490960

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