Customer Service Manager at Transsion Holdings

Job Summary
The customer service manager is responsible for enhancing the customer experience and would be responsible for overseeing the activities of customer service team.

Key Roles and Responsibilities

• Take ownership of customer’s issues and follow problems through resolution, setting a clear mission, and deploy strategies focused towards that mission.
• Develop service procedures, policies and standards
• Handle customer and product insight, as well as team coaching
• Identify and escalate customer priority issues, resolving with urgency.
• Manage available communication/interactive platform for the company
• Handle requests and complaints of customers via Google Play store and other social media platforms.
• Ensuring follow up through Mails, Phone or any required means
• Weekly customer service report with update on issues resolved and pending
• Assisting line managers with necessary tasks.

Experience and Qualifications

• A Minimum of a bachelor’s degree in relevant field
• Excellent knowledge of management methods and techniques
• At least 2 years’ experience in providing customer service support with proven working experience as a customer service manager.

Required Competencies and Attributes

• Must be a good listener and proactive problem solver
• Strong customer service orientation
• Good verbal and written communication skills
• Must be able to prioritize responsibilities
• Must have a good professional self-perception
• Proficiency in Microsoft Office (Word, Excel & Power point)