Manager / Senior Manager, Customer Care

Kallang Alive Sport Management Co Pte. Ltd.; Singapore; On-site; SGD 50,000 - 90,000; Full time

Job summary

Ein etabliertes Unternehmen im Sportmanagement sucht einen erfahrenen Manager für Kundenservice, um das Team zu leiten und die Kundenreise am Singapore Sports Hub zu verbessern. In dieser Schlüsselrolle sind Sie verantwortlich für die Überwachung der täglichen Abläufe, die Definition von Leistungskennzahlen und die Entwicklung von Best Practices, um die Kundenzufriedenheit zu steigern. Ihre strategischen Denkfähigkeiten und Ihre Leidenschaft für exzellenten Service werden entscheidend sein, um die Kundeninteraktionen über verschiedene Kanäle zu optimieren. Dies ist eine aufregende Gelegenheit, einen echten Einfluss auf die Kundenbindung und -zufriedenheit zu haben.

Qualifications

• Mindestens 7 Jahre Erfahrung im Kundenservice-Management.
• Strategischer Denker mit starkem Kundenfokus und Leidenschaft für Service-Exzellenz.

Responsibilities

• Überwachung der täglichen Abläufe des Kundenserviceteams.
• Entwicklung und Integration von Best Practices im Kundenservice.

Skills

Kundenservice-Management

Kommunikationsfähigkeiten

Konfliktlösung

Analytische Fähigkeiten

Proaktive Problemlösung

Education

Diplom oder Bachelorabschluss in einem relevanten Bereich

Tools

Freshdesk

Salesforce

Power BI

Job description

Are you passionate about providing exceptional customer experiences? Do you have a proven track record in customer service management? We are seeking a highly experienced and motivated individual for the role of Manager/ Senior Manager, Customer Care, to lead our team and enhance the customer journey at the Singapore Sports Hub.

Key Responsibilities

• Oversee the daily operations of the customer care team, ensuring effective and efficient handling of customer feedback and enquiries across multiple channels
• Define, establish and monitor key performance indicators (KPIs) to drive team performance and enhance internal and external communication processes for optimal results
• Manage and oversee customer interactions on social media platforms, ensuring timely, professional, and brand-aligned responses to customer feedback and enquiries
• Identify opportunities for process improvement, implementing strategies to enhance response times, service quality and overall customer satisfaction
• Develop and integrate customer service best practices across email, phone, live chat and social media, ensuring a seamless and cohesive support experience
• Collaborate with communications and legal teams to manage escalated issues and mitigate risks in public-facing customer interactions
• Track and analyse customer feedback, sentiment trends, and engagement metrics to drive data-driven improvements in service delivery
• Recruit, train and mentor customer care representatives, fostering a culture of empathy, responsiveness and proactive problem-solving
• Act as the voice of customer, providing valuable insights to champion customer needs and drive customer-centric decision-making
• Gather and analyse customer feedback and service insights, collaborating with stakeholders to identify and address service gaps for continuous improvement
• Review, develop and maintain service procedures, policies and standards to ensure consistency and quality in service delivery
• Prepare and submit customer care reports to management, providing actionable insights on customer feedback and areas for improvement
• Manage and adhere to the approved budget of the department, ensuring optimal allocation of resources for efficient operations
• Support and execute ad-hoc duties and projects as assigned, contributing to broader business objectives

Requirements

• Diploma or Bachelor’s degree in any relevant field or equivalent experience
• Minimum 7 years of experience in customer service management, with at least 5 years in a managerial or leadership role
• Strategic thinker and collaborative team player with a strong customer-first mindset and a passion for service excellence
• Outstanding communication, conflict resolution and problem-solving skills, with the ability to handle complex customer interactions effectively
• Quick learner, detail-oriented and pro-active, with a strong sense of ownership and accountability
• Ability to multi-task and prioritise effectively in a dynamic, fast-paced and evolving environment
• Proven track record in stakeholder engagement, process optimisation and driving innovation in customer care operations
• Strong analytical skills, with experience in customer service metrics, analytics and reporting
• Up-to-date knowledge of industry best practices, emerging trends and innovations in customer service and customer experience
• Proficiency in CRM and social media management tools such as Freshdesk, Salesforce, Power BI and other relevant platforms
• Flexibility to work on weekends and Public Holidays as required to support business needs

Join our team and become the voice of our customers, championing their needs through customer feedback and insights to drive customer-centric decision making. Apply now to take on this exciting opportunity to lead and enhance our customer journey!

Information

• If you are facing issues submitting your application through Linkedln, please email us your resume at [e-mail]. with the job title. Only shortlisted candidates will be notified.
• The level of appointment will depend on the qualifications and experience of the candidate.
• For more information on Kallang Alive Sport Management, refer to www.sportshub.com.sg