Develop and implement a strategy for customer service with the overall objective of improving customer satisfaction, operational efficiency and quality of service.
Design WOW customer experience standard; conduct training to sales team and other key stakeholders.
Own the end-to-end customer service experience, collaboration with other departments (e.g. sales) and other Operations teams where necessary.
Respond to customer inquiries within working hours
Collect and analyze customer feedback, handle complaints to building strategies for improving the overall customer experience and fostering loyalty
Tracking customer service KPIs and metrics
Cooperative attitude: Promote team spirit and solidarity and actively seek cooperation, both inside and extending beyond the team itself.
Customer orientation: Anticipates customers’ wishes, goes the extra miles and is regarded as a constructive business partner.
Result orientation: Make use of every opportunity to surpass the anticipated results and encourage others accordingly.
Learning capabilities: Seeks and creates learning possibilities for himself/herself to develop and to learn from and with others. Helps and motivates others to learn.
Strategic thinking: Charts course within own professional area and provide ideas for the direction and development of the organization.
Planning and organization: Plans, coordinates and direct various kinds of activities, both for himself/herself and for others. Works out systems or procedures that make it easier to achieve the goals.
Change orientation: Encourages the necessary changes in own or adjoining professional areas and helps with their implementation.
Leadership: Coaches and motivates staff and invoices them in the performance of the activities.
University degree (Bachelor/Master) in economics, marketing, finance or equivalent
3 years of proven working experience in customer service, customer experience
Fluent in writing and speaking English (TOEIC 700, IELTS 6.5 or above)
Proficient in Microsoft Office 365
Contact center and CRM technology: Extensively experience with deploying and managing / maintaining various front-end applications (e.g., Avaya, Cisco, Salesforce, etc.) and CRM platforms (Oracle, Microsoft, SAP, Salesforce, etc.)