Digital Customer Service Manager

DUTIES AND RESPONSIBILITIES

• Oversee customer inquiries related to application usage, technical issues, and troubleshooting
• Lead and train a team of customer service representatives and support specialists
• Identify common customer pain points and collaborate with the development team for application enhancements
• Develop and implement customer service policies to improve user experience
• Ensure timely and effective resolution of customer concerns
• Monitor team performance and provide feedback for improvement
• Monitor KPIs (e.g., customer satisfaction scores, response times, and resolution rates) and report insights
• Handle escalated issues and complex customer concerns efficiently

JOB SPECIFICATION

• Education and Experience:
• Bachelors degree or Masters degree in S/E commerce, Business management, International Business, Marketing and Project Management
• Minimum 5 years of hands-on experience in Retail operation or customer relationship management area
• Minimum 3 years in e-commerce platform is a plus
• Strong background or experiences in business planning, managing the business commercial deals

Required Skills/Abilities:

• Strong entrepreneurial mindset
• Proven critical and analytical thinking skill
• Communication skill with excellent English proficiency
• Negotiation and persuasion skill
• Excellent organization skill
• Impeccable presentation and interpersonal skill