Deskripsi Pekerjaan
Are you a passionate leader ready to shape the future of customer experience? Zuspresso (M) Sdn Bhd is seeking a dynamic Manager, Customer Happiness to lead our Malaysia and Singapore support operations. In this pivotal role, you will be the guardian of our service excellence, ensuring that every interaction with our brand leaves a lasting positive impression. We are looking for a strategic leader who thrives on team growth, operational efficiency, and the implementation of robust Standard Operating Procedures (SOPs). If you have a knack for turning feedback into actionable improvements and leading high-performing teams, we want to hear from you. Join us in our mission to deliver exceptional service and become a key driver of our company’s success in the region.
Tanggung Jawab
- Lead and manage the daily operations of the MYSG customer support team to ensure seamless service delivery.
- Drive service excellence by monitoring performance metrics and implementing continuous improvement initiatives.
- Oversee team growth, recruitment, training, and development to build a high-performing workforce.
- Establish and enforce strict SOP governance to maintain consistency and quality across all support channels.
- Analyze customer feedback and data to identify trends and enhance the overall customer experience (CX).
- Collaborate with cross-functional teams to resolve complex customer issues and improve product or service offerings.
- Manage the support budget and optimize resource allocation for maximum efficiency.
Kualifikasi
- Minimum of 3-5 years of experience in a managerial role within a Call Centre or Customer Service environment.
- Proven track record of leading, mentoring, and developing high-performing teams.
- Strong understanding of Standard Operating Procedures (SOPs) and operational governance.
- Excellent communication skills, both verbal and written, with a customer-centric mindset.
- Ability to analyze data, interpret reports, and make data-driven decisions to improve KPIs.
- Relevant degree or diploma in Business Administration, Hospitality, or a related field.
- Experience working in the F&B or Service industry is highly preferred.