Customer Experience Operations Manager

As one of the fastest growing e-commerce companies in Singapore, RedMart.com offers an unparalleled startup experience. Our culture: entrepreneurial, fiercely intelligent, team oriented, deeply creative and whatever you add to it!  We’re fanatic about improving our customer experience and providing “wow” customer service.

We are looking for great people who love helping out on our customers’ queries. You should enjoy making complicated situations simple and painless for our customers, have a passion for our products and build a high performance customer services operation.

Role Purpose

Reporting to the Head of Customer Service, your main responsibility will be to provide comprehensive supervision to the teams providing support to RedMart customers. You will be responsible to support the Shift Managers by providing daily oversight and serving as a point-of-escalation to the teams. You will ensure top-quality call service, have a mindset to provide right solutions to customers and improve service quality.

Responsibilities

• Lead a team of Customer Experience Shift Managers in the call centre environment to ensure consistent delivery of solution-focused service
• Recruit and develop a capable team of Customer Service Associates
• Raise staff engagement levels and retain high performing associates
• Own end-to-end accountability of customer issues with excellent customer experience delivery
• Drive initiatives to improve customer service levels, adopt call centre and customer service best practices to modernise service delivery to customers
• Manage and maintain service quality and consistent performance of customer service teams
• Provide creative solutions to problems and improvements to existing processes
• Work closely with Transport teams on communication with customers during last mile delivery that impacts customer service levels
• Work with Technology, Marketing and Operations teams on customer service improvement initiatives
• Develop effective partnerships with departments in the customer experience value-chain throughout the organisation
• Participate and contribute to training content for Customer Service Associates
• Manage operations to deliver results as measured by the performance metrics of the customer service operations
• Makes regular reports to upper management about department milestones and progress
• Monitor shift operations and coach shift managers on effective shift handling

Skills Required:

Management Skills

• Ability to select and develop the right people in the team.
• Able to motivate people and bring out the best in team members.
• Ability to navigate ambiguity, think and effectively respond to people and situations.
• Encourages innovative thinking in self and others.

Customer Focus:

• Ability to own and prioritize customer needs.
• Uphold company values and respect every customer.
• Accountability and ownership of problems from customers point of view.
• Key point of escalation to handle complex customer cases.

Interpersonal Skills:

• Ability to engage both external customers and internally with colleagues at work.
• High enthusiasm and energy levels that motivates and inspire a team of customer experience associates.

Critical Thinking Skills

• Ability to solution for complex customer cases.
• Ability to analyse patterns in data and take preventive measures.

Computer Skills

• Familiarity with service ticketing systems
• Proficient in MS Office applications

Basic Qualifications

• Minimum 5 years experience in a service environment dealing with the public.
• At least 3 years in a supervisory role, having directly managed a team.

What’s in it for you?

• Office located right beside Jurong East MRT station.
• Opportunities for growth and progression.
• Opportunities to participate in improvement projects with team leaders.
• Dynamic and dedicated team with highly supportive colleagues and team leaders.