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.
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.
Managing agents’ workload and schedule to make sure we reach our KPIs
Monitoring KPIs and setting action plans to reach targets
Training agents along releases of new features, promotional campaigns and product improvements
Coaching agents and taking ownership of the growth of the team
Being the touchpoint for other business units : Marketing, Operations, Product etc.
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
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)