Customer Service and Product Teamleader
7 months ago
**Job Purpose**:
- Provide overall management and leadership of the Customer Service Team focused on an excellent end-to-end customer service
- Initiate, monitor, and report performance metrics for all customer service areas to achieve qualitative and quantitative targets
- Identify function / process gaps / operation gaps and implements process improvements
- Advise policy that align with strategic direction and/or provide better service quality
- Ensure customer service team follows company policies and guidelines
- Design standard operating procedures to enhance the effectiveness of working process and improve customer experience
- Lead customer service improvement projects through effective project management and leadership
- Supervise daily operations and handles more complex customer issues
- Create a unified customer service team through effective communication, team building, motivation and recognition program
**Essential knowledge, skills and abilities**:
- Customer centric and customer service-oriented professional
- Strong analytical and problem solving skills
- Strong delivery and execution in a fast-paced environment
- Strong communication with good presentation skills and strong in interpersonal skills
- Time management and culture adjustment skill is essential
- Understand the business, importance of customer satisfaction, service quality, and SLA
- Knowledge of operation management such as strategies, KPI, standard operating procedures
- Ability to initiate an advanced troubleshooting and proactively prepare workaround
- Ability to lead, supervise, and develop teams
- Effective decision maker
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