Customer Services Assistant Manager

Manage and coordinate with external BPO partners to ensure seamless service delivery and alignment with internal customer service standards.

Produce accurate reports, identify root cause, and come up with relevant action plans to address the gaps in relation to team, department KPIs, and service quality standards.

Develop a productive and achievement-oriented working environment for employees, resulting in high engagement scores. 

Provide effective coaching and performance management to the Customer Service Team Leaders as required to enable the best chance of employee success and customer satisfaction.

Coordinate with relevant personnel and stakeholders, including Managing Directors, CX Functional team, and other departments, in solving problems that would address staffing requirements, work assignments and the like, in ensuring that L1 and L2 operations are functioning at their optimum.

Complete ad-hoc assignments from the CX Functional team.  

Initiate projects that will help improve customer satisfaction and address business requirements (ABR, contact ratio, etc.)

Degree holder with a proven track record of stakeholder management 

Proficient in computer skills in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google Suite

Ability to communicate effectively with people at different levels

Ability to develop, implement, and review policies and procedures

At least 4 years of work experience in the customer service field, with a minimum of 1 year in team management capacity 

A sound knowledge and understanding of contact centre management principles 

Excellent command of written and communication skills in English 

Experience in a logistics or start-up environment would be an advantage