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Customer Service
4 months ago
ABOUT THE ROLE
- Crossian is a high
- growth technology
- driven e
- commerce business. Behind our success is our people. As a start
- up formed in 2020, we have created a fast
- paced and dynamic environment, enabling our people to reach a collective CAGR of over 400% in just the first 3 years. Our mission now is to build DTC brands and increase customer LTV by providing best
- valued products backed by no nonsense customer service policies as Customer Centricity is at the core of our values.
- This role is perfect for you if you are a self
- starter, have at least 5 years of customer service management experience backed by proven experience implementing top notch customer service programs, policies and processes.
- Are you ready to thrive in our fast
- paced environment and become our customer advocate and trusted strategic partner? You will build strong and long
- lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth and bring added value to the organization.
- We are looking for a customer
- centric manager with strong leadership skills and a deep understanding of customer satisfaction insights. Someone who can also manage complex, large multi
- dimensional data, and utilize insights from this data to improve team operations. You will be in charge of managing Crossian’s customer support arm known to us as the Customer Experience & Excellence (CEE) team. You will be reporting directly to the CEO and mentored for success by our Senior Manager of Operations.
- WHAT YOU WILL DO- Day
- to
- day Operation (50%)
- Lead and manage a team of up to 30 agents, including in
- house and outsourced employees (you will be supported by functional team leaders)- Proactively inform and keep Board of Managers in the loop on status of major crises and urgent matters
- Manage workflow, escalations and effectively delegate workload across the team
- Track employees&039; performance and attendance
- Solve complex customer service issues and proactively prevent negative service trends
- Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.
- Identify and resolve problems raised by agents
- Maintain and improve day
- to
- day operations- Strategic Management (30%)
Quality assessment/review- Implement quality assessment on all agents on a weekly/monthly basis
- Create development plans for agents with low
- quality scores- Design quality assessment scorecards & processes
- Identify and eliminate root cause barriers to accuracy, productivity, and quality
- Monitor and improve customer inquiry resolution quality
Customer satisfaction management- Ensure core satisfaction metrics are measured and analyzed on a regular basis
- Collect customer insights from various channels and provide feedback to responsible departments
Risk management- Create risk reports and provide insights for other business stakeholders
- Detect, measure, and analyze operational risks
- Long term: design reports and work with engineering team to build risk monitoring dashboard as needed
- Hold risk meetings with responsible teams or stakeholders to discuss preventative actions for minimizing losses
- Team Management (20%)
- Design and carry out employee training programs based on market trends, and business needs
- Incentivize high performers and provide mentorship to other performers
- Evaluate the performance of the team on a regular basis
- Ensure team culture is in line with the vision, mission and core values of the company
- Develop, coach, and support individuals at all stages of their career
- Provide effective conflict resolution
- Interview, onboard and train new employees
- Plan, assign and direct work
**Yêu cầu công việc**:
- WHAT WE ARE LOOKING FOR- Bachelor’s degree or higher
- Solid understanding of customer behaviors
- Proven experience working with native English speaking customers
- Ability to work under pressure and balancing constraints that might be outside of your control
- Experience working in DTC e
- commerce or similar
- Ability to analyze large and complex multi
- dimensional data; turning these into actional insights for the team and business partners- 10+ years of experience in customer service with at least 5 years in a managerial role
Excellent English communication with focus on reading, writing skills and perfect grammar- Expats are also welcome to apply
- Excellent communication skills for effective engagement with internal teams and external stakeholders
ADDED PLUSES- Knowledge of industry’s best practices
- Microsoft Excel expertise
- Proficiency with task and project management tools such as Jira, Asana, Trello, etc.
- Experience working with data tools or software for risk/operational metrics monitoring is a huge plus
- Experience setting up and working with customer service software
WHAT YOU CAN EXPECT
- At Crossian, our people are the key to our success. We believe in creating an attractive total compensation
