Customer Care Team Lead at Love, Bonito
Singapore City, SG
We’re looking for an exceptional Customer Service Team Lead with a passion to build effective teams, and to uphold and surpass our commitments to the customers we serve. As the Customer Service Team Lead, your role will be to groom and lead the customer service team to provide unparalleled service with our customer at the center of it all. You will be responsible for implementation of procedures and systems, monitoring performance, motivating customer service staff, recruitment and training of new staff. Reporting directly into the Head of Operations Innovation, you will play a pivotal role to transform the customer experience for Love, Bonito and build customer loyalty through exceptional service.
You should have / be
A customer-first attitude and a strong passion for providing exceptional customer service and experience;
High energy, self-motivation & ability to thrive in a fast-paced start-up environment;
Leadership flair with the skill to motivate the team to perform and exceed expectations;
Excellent written and verbal communication skills and people management skills;
Positive and can-do problem solver who can solve complex issues by delivering creative solutions to resolve ambiguous situations involving multiple departments;
Demonstrated ability to learn fast, work under pressure, prioritize tasks and aren’t afraid to get your hands dirty;
Strong operational capacity with ability to identify opportunities for efficiencies and comfortable with working cross-functionally
Manage daily operations of the customer service team to meet internal service level standards and targets;
Continuously improve customer service procedures, policies and standards while maintaining FAQs and internal knowledge base;
Provide training and feedback to the customer service team to create a customer-focus mindset and to develop service excellence;
Collaborate cross-functionally across key functional departments to ensure customer experience touchpoints are considered before processes are rolled out;
Sets service targets and tracks, analyzes, and reports on performance levels (i.e. average first reply time, satisfaction rating, solved tickets, etc.) of the customer service team;
Manages recruitment of customer service team and contingent staff with manpower requirement forecast;
Work with technology team to influence roadmap of technical platforms needed for success of the customer service team;
Support the Head of Operations Innovation with implementation of customer experience and operational projects (offshore customer service center, omnichannel customer experience) as part of Love, Bonito’s expansion plans.
Qualification and Experience
Bachelor’s degree or equivalent
3-5 years of experience in operations with a customer support focus with 2 years direct supervisory experience ideally in a scaling startup, fashion ecommerce, or B2C company;
Experience using Zendesk (or similar cloud CS software) and setting up automations, macros and reports;
Experience of setting up and managing offshore contact centres is an advantage.
Please send in your CV. with the subject: "Application for Customer Care Team Lead". Only shortlisted candidates will be contacted.