Job Description:
- Lead and oversee the daily operations of a dynamic customer service team, ensuring exceptional service delivery.
- Develop and maintain comprehensive customer profiles, identifying key criteria to enhance team performance.
- Streamline and optimize the lead qualification process for greater efficiency and effectiveness.
- Design and execute customer satisfaction surveys to gather actionable insights.
- Establish and nurture a customer loyalty program to boost retention and brand loyalty.
- Continuously review and standardize communication protocols for handling customer inquiries via messages and calls.
- Perform regular audits to ensure customer service standards are consistently met.
- Drive the digital transformation of customer service workflows, including the implementation and optimization of CRM software.
- Lead daily team roll calls and debriefs, ensuring alignment and clarity on work assignments.
- Establish and track Key Result Areas (KRAs), conducting performance reviews to support team development.
- Prepare quarterly and bi-annual forecast reports for management review, ensuring alignment with business goals.
- Align team processes with the organization's focus on digitalization, internalization, and sustainability initiatives.
Job Requirements:
- Bachelor's degree in Business Administration or a related field.
- At least 10 years of experience in customer service, with a proven track record in leadership roles.
- Strong leadership, communication, and negotiation skills.
- Experience with CRM applications, particularly Microsoft Dynamics 365 Sales CRM and Microsoft Dynamics Business Central, is highly preferred.
Aventir Group Pte Ltd
EA License: 24C2542
