Customer Experience Manager Optimise Outsourcing

Job Summary:

Optimise Outsourcing Ltd is looking for an outgoing and dynamic Customer Experience Manager.  Your role will be to ensure that customers receive high-quality service from order through aftersales and meeting promises consistently. You will be responsible for the oversight of the Customer Service department and contributing to its overall operational efficiency through managing customer interactions, optimizing processes, and contributing to the achievement of organisational goals.  

As the ideal candidate, you should be a skilled communicator, problem solver, and leader who can drive exceptional customer experiences while streamlining operational workflows. 

Key Responsibilities:

1. Customer Service Management:

• Maintain high customer service standards, promptly addressing and resolving issues.
• Analyse existing processes for improvement opportunities.
• Implement strategies to streamline workflows and enhance efficiency.

2. Operational Oversight:

• Monitor key performance indicators (KPIs) for customer service, operations and team performance.
• Generate reports, identify trends and propose corrective actions when necessary.
• Develop and implement business process initiatives aligning with overall objectives.

3. Team Leadership:

• Manage a dynamic team of customer service representatives.
• Provide clear direction, guidance, and enforce procedures to meet operational goals.
• Develop training programs and conduct sessions to keep the team updated on processes, products, and industry trends.

4. Collaboration:

• Collaborate with Sales, Marketing, and Logistics for seamless coordination and alignment of customer-focused initiatives.
• Share customer insights with other departments to contribute to product/service enhancements.

Qualifications and Skills:

• Proven experience in customer service management, operations, or related field.
• Strong leadership skills with a track record of managing diverse teams.
• Bachelor’s degree in Business Administration, Communication, or a related field.
• 3+ years of experience in management of fulfillment and customer service operations.
• Experience in driving operational KPIs and targets.
• Familiarity with industry-specific regulations and standards (an added advantage).
• Cross-functional collaboration experience.

Functional Competencies:

• Excellent problem-solving and decision-making abilities.
• Proficiency in customer service software and tools.
• Analytical mindset for interpreting data and making informed decisions.
• Exceptional communication and interpersonal skills.
• Proficient in Microsoft Office (Word, PowerPoint, Excel, etc.) including use of AI.

Core Competencies:

• Customer-focused mindset, dedicated to delivering exceptional experiences.
• Ability to motivate and manage teams.
• Positive outlook, contributing to a fun and enjoyable work culture.

Benefits:

• Competitive salary.
• Ongoing professional development and training opportunities.
• Collaborative and inclusive work environment.
• Opportunities for career advancement within the organisation.

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