Customer Experience Manager at Zimplistic
Singapore City, SG
About the Role:
We believe in the power of people. We bring passion to what we do everyday because what we do matters to real people. Being the first of its kind in the world- Rotimatic has created a new category of smart connected kitchen devices. IOT is the big driver for our instant approach to customer service.
This lays a greater emphasis on having a world class customer support team. If you are passionate about helping people, love technology, aren't afraid to take on a challenge or two, and have a desire to push yourself to your maximum potential, then this is the role for you.
The Customer Experience Manager will be a passionate, hard-working professional with proven operational, analytical and technical skills, strong critical thinking, deep understanding of Customer Success. He/she will champion Customer Experience throughout the organisation, support efforts to drive implementation and ongoing management of customer experience as a business discipline.
Oversee and analyse the entire customer support lifecycle, identify potential and existing loopholes and solve them to deliver “wow” worthy customer experience
Lead customer lifecycle and journey mapping efforts to identify improvement opportunities to meet or exceed the customer needs.This includes providing thought leadership for projects, collaborating with and influencing key partners in areas including Engineering, Manufacturing, Marketing etc.
Lead the design and implementation of a comprehensive customer experience communication strategy. Implement and drive language simplification efforts across all channels to streamline both internal and external communications
Develop departmental performance indicators based on overall company goals and objectives.
Develop and maintain deep and detailed understanding of policies, procedures and systems supporting the Customer Care Center.
Establish uniform service delivery standards to ensure customers get the same experience from the onset of the contact.
Develop and implement operational excellence reporting and program development.
Routinely track service complaints and identify root cause and implement resolutions.
Implement surveys to understand the Voice of the Customer (VOC) and combine VOC with internal quality assurance results to provide comprehensive assessment of service delivery.
Start-up Mindset: grounded in strategy, and driven to deliver results
Bachelors/ Master degree.
A minimum of 6-8 years of experience in the Customer Support management function.
Proven record of driving results through Customer Support and Focus
Demonstrated change management skills and experience
Must be able to directly lead or co-lead high-impact process improvement projects with demonstrated results.
Ability to develop, support and maintain and top-performing team
Ability to analyze and interpret qualitative and quantitative data
Exposure to tech support is a must
Excellent interpersonal, written and oral communication and organisational skills.