Customer Services Manager

minden.ai; Singapore; On-site; USD 40,000 - 80,000; Full time

Job summary

An innovative technology venture is seeking a self-motivated Customer Services Manager to enhance customer engagement in Southeast Asia. This role involves overseeing customer service operations, ensuring compliance with performance KPIs, and collaborating with stakeholders to drive strategic initiatives. The ideal candidate will have a strong background in call centre operations and possess excellent communication skills. Join a dynamic team that values teamwork and continuous learning, where your contributions will significantly impact customer satisfaction and operational excellence.

Qualifications

• 5+ years of experience in customer service with a focus on call centre operations.
• Strong communication skills and ability to analyze customer service metrics.

Responsibilities

• Manage day-to-day operations of the Customer Operations team.
• Handle escalations and provide resolutions on complex customer issues.

Skills

Customer Service Management

Call Centre Operations

Data Analysis

Interpersonal Communication

Problem Solving

Education

Bachelor's Degree

Job description

Who we are.

minden.ai is a technology venture founded by Temasek in strategic partnership with DFI Retail Group and coalition partners BreadTalk Group, DBS Bank, PAssion Card, Mandai Wildlife Group, Singtel, GoJek, FoodPanda and Great Eastern. We are on a mission to redefine the engagement between brands and consumers in Southeast Asia.

The way we work.

At minden.ai, our culture is the foundation of everything we do. We believe in the power of teamwork and collaboration. We are continuous learners and commit to stay ahead of the curve to drive positive change in our industry.

We are seeking a self-motivated, solution-oriented and experienced Customer Services Manager to join our Customer Operations Team. This role will be accountable for maintaining excellent service levels for our internal and external customers through accurate data entry, continuous process improvement and the prompt resolution of issues.

In this role, you will:

• Coordinate and uphold the quality and productivity of the Customer Services and Operations function.
• Provide support to the outsourced Contact Center.
• Manage the day-to-day operations of the Customer Operations team and provide support in the governance aspect to ensure compliance and performance KPIs are met.
• Collaborate widely with internal and external stakeholders to align business objectives and develop/execute strategic requirements and work streams in support of the business strategy and needs.
• Handle and manage escalations, complaints and provide resolutions on complex customer issues promptly and effectively under minimum supervision.
• Analyze data from Customer Service issues / requests to review, provide feedback and recommendations to internal stakeholders for improvement.
• Perform any other duties assigned.

You will be a great match if you have:

• Bachelor’s degree with at least 5 years of relevant experience in customer service, with a strong background in call centre operations
• Strong verbal, written and interpersonal communication skills are required.
• Good understanding of Customer services and experience metrics and operations.
• Good knowledge in customer service best practices.
• Ability to work independently in a fast-moving yet ambiguous environment and highly confident in responding to challenging and changing circumstances.
• Hands-on experience in transformation projects
• Experience working in a Digital-Tech start-up industry

We regret to inform you that we will not be able to provide work sponsorship for this position.