Customer Happiness Manager
Circles Life
Taiwan
5天前

About Us

Founded and grounded in Singapore, Circles.Life is the world’s first and most successful digital telco.

Our mission : to re-imagine mobile experiences for the digital consumer, and disrupt the global multi-trillion-dollar telco industry.

Through our proprietary operating platform built entirely in the cloud, we are re-imagining the way telcos operate; winning in domestic market share with our best-

in-class customer experience; and gearing up to launch in markets ripe for change across Asia.

This is where you come in.

Responsibilities

The Customer Happiness Manager (Customer Service Manager) based in Taiwan at Circles.Life is an extraordinary role on various fronts.

On one hand, you will get the unique opportunity to contribute towards building a progressive culture at a rapidly growing organisation.

On the other hand, you will introduce best practices, drive initiatives, and monitor deliverables across the customer services team.

Circles.Life is not just another startup, and this is not another customer services operations role. You would need to bring to this role an exceptional degree of cross-

functional expertise, cultural sensitivity, and vision towards building a pan-Asian organisation from its fledgling presence in Singapore.

You will work closely with the co-founders and business heads, challenge the status-quo, contribute ideas, and implement agendas -

all at a pace that is exacting, but nonetheless, exciting.

Performance

  • Managing agents’ workload and schedule to make sure we reach our KPIs
  • Monitoring KPIs and setting action plans to reach targets
  • Team growth

  • Training agents along releases of new features, promotional campaigns and product improvements
  • Coaching agents and taking ownership of the growth of the team
  • Internal coordination

  • Being the touchpoint for other business units : Marketing, Operations, Product etc.
  • Project management

  • Create smarter customer service and happier customers through various projects.
  • This could include but not limited to :
  • Creation of an innovative knowledge base
  • Deployment of new channels
  • Workflow and process improvement
  • Creation of special Customer Happiness Expert teams in charge of different customers or queries profiles, etc.
  • What’s on offer

    Circles.Life provides a great environment and platform for employees to build their career. In this role, you can expect :

  • Unique opportunity to be a part of the digital disruption in telecommunication (Circles.Life is the only company of its kind in all of Asia!)
  • Autonomy in the role and in managing your own portfolio
  • Exposure to the fast-paced world of high-tech start-ups
  • Attractive experience and compensation
  • Working with passionate, smart and driven colleagues in a vibrant environment
  • Requirements

  • You are passionate about technology, disruptive models, organisational culture, and Customer Service
  • You will have at least 5 to 7 years of experience as a start
  • Digital customer service experience will be highly valued
  • Telco, call center / BPOs, and E-Commerce background is preferred
  • Proven track record in process improvement such as CSAT
  • Employee management experience needed & demonstrated teamwork and collaboration in a professional setting
  • You will have experience in handling Escalations, Queue Management and Roster Management
  • Knowledgeable on Customer Service KPIs - Familiarity with CRM and customer ticketing tools such as Zendesk and Zopim preferred
  • Good cultural fit in a fast-paced startup environment
  • Led a team of 50 plus direct and indirect (including outsourced)
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