Job Description

• Bachelor\'s degree in Business Administration, Marketing, Communications, or a related field.
• Proficiency in English & Mandarin ( Preferred )
• Proven experience in customer service management, preferably in a marketing or travel retail environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities, with a customer-centric mindset.
• Ability to analyze data, derive insights and make data-driven decisions.
• Proficiency in RM software, customer service platforms, and Microsoft Office Suite.
• Familiarity with online customer service tools and social media management.
• Ability to thrive in a fast-paced and dynamic environment.
• The ability to handle multiple projects concurrently.
• Effective communication skills.
• Those in the travel industry will be given priority

ResponsibilitiesCustomer Service Operations:

• Manage and lead a team of customer service representatives to ensure the timely and effective resolution of customer inquiries, concerns, and feedback.
• Develop and implement customer service policies, procedures, and standards to maintain consistency and quality across all interactions.
• Monitor customer service metrics, including response time, resolution rate, and customer satisfaction, and implement strategies for continuous improvement.

Online and Offline Customer Support:

• Oversee customer service efforts across various channels, including online platforms (website, mobile app, social media) and offline touchpoints (partners, retail channels, events, etc.).
• Collaborate with the internal marketing team to optimize online and automation tools, FAQ sections, and knowledge bases to enhance the customer experience.
• Ensure consistency in service delivery and messaging across all online and offline customer touchpoints.

Internal Communication:

• Facilitate effective communication and collaboration between the customer service team and other departments within the organization
• Relay customer feedback, insights, and trends to relevant departments to drive product/service improvements and enhance overall customer satisfaction.
• Provide regular updates and reports to senior management on customer service performance and initiatives.

External Corporate Communication:

• Serve as the primary point of contact for external stakeholders, including customers, vendors, partners, and regulatory bodies, regarding customer service-related matters.
• Represent the company in a professional and customer-centric manner, addressing inquiries, resolving issues, and maintaining positive relationships.
• Collaborate with the internal teams to manage external communication channels, including press releases, social media, and customer newsletters

Benefits

• Company Bonus
• Medical Benefits
• Company trip
• Staff discount on tour, cruise and ticket purchase.
• Group Personal Accident & Hospital and Surgical insurance.

Ricebowl