Team Leader - Customer Service

CASA CONCETTO PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading customer service company in Singapore is seeking a proactive Customer Success Specialist. This role involves managing customer inquiries through various channels, maintaining high-quality service, and collaborating with teams. The ideal candidate has a diploma or degree in Business Administration, strong communication skills, and experience with CRM platforms like Zendesk. Join us to enhance customer interactions and contribute to our CRM improvement efforts.

Qualifications

• Excellent written and verbal communication skills in English.
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Experience in customer service or a similar role is preferred.

Responsibilities

• Respond promptly to customer inquiries via Zendesk across email, chat, and WhatsApp.
• Implement defined touchpoints to engage customers and drive conversion.
• Maintain daily reporting logs on tickets handled, resolved, and escalated.
• Work closely with other team members and departments to resolve customer issues.

Skills

Communication skills

Attention to detail

Multitasking

Proficiency in using Zendesk

Problem-solving mindset

Education

Diploma or Degree in Business Administration

Tools

Zendesk

Job description

Position Overview:

We seek a proactive and innovative Customer Success Specialist to enhance customer interactions and drive ticket quality. This role requires strong communication skills, quick response times, and a customer-centric mindset to ensure that inquiries are resolved efficiently and to the satisfaction of all parties. The ideal candidate will excel in managing customer inquiries, maintaining clarity in communications, and contributing to the continuous improvement of our CRM processes.

Key Responsibilities:

Ticket Management:

• Respond promptly to customer inquiries via Zendesk across email, chat, and WhatsApp touchpoints.
• Address customer concerns effectively while maintaining a professional tone that reflects the company’s voice.
• Tag and categorize tickets appropriately to facilitate streamlined reporting.

Touchpoint Execution:

• Implement the defined touchpoints (e.g., inquiry follow-up, personalized offers) to engage customers and drive conversion.
• Use customer profiling insights to offer tailored solutions and recommendations
• Develop touchpoints .

Reporting and Analytics:

• Maintain daily reporting logs with data on tickets handled, resolved, and escalated.
• Provide feedback on customer behavior trends to help refine touchpoints and strategies.

Quality Assurance:

• Follow standard operating procedures (SOPs) for ticket handling to maintain high-quality customer service.
• Raise concerns about recurring issues or patterns to the Zendesk Team Lead.

Collaboration:

• Work closely with other team members and departments, such as sales and marketing, to resolve customer issues.
• Share insights and ideas for improving workflows and touchpoint effectiveness.

Ofice Administration:

• In charge of logistics duties and scheduling
• Maintain office administration and facility management

Skills and Qualifications:

Must-Have:

• Diploma or Degree in Business Administration
• Proficiency in using Zendesk or similar CRM platforms.
• Excellent written and verbal communication skills in English.
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Good excel skills

Preferred:

• Experience in customer service or a similar role.
• Knowledge of sales funnel processes and customer engagement strategies.

Soft Skills:

• A proactive attitude with a problem-solving mindset.
• Team player with strong interpersonal skills.
• Ability to adapt to evolving processes and workflows.

Key Performance Indicators (KPIs):

• Response time (first response and resolution time).
• Customer satisfaction score (CSAT).
• Conversion rates from follow-up touchpoints.
• Quality and accuracy of ticket tagging and categorization.