Asia Pacific Internet Group (Rocket Internet, APAC Region) – Customer Service Manager

You will be responsible for the following:

• Build and manage the Customer Service function - in terms of creating, evaluating and updating SOPs for the team to follow
• The first point of contact to handle and resolve customer feedback though phone calls and emails, and also be the escalation point for the CS team
• Address support tickets and identify frequent feedback, work with the team to proactively address them and find relevant solutions
• Record keeping for all customer and partner inquires and communication
• Constantly evaluate support workflows and propose recommendations to streamline them to be efficient, relevant and valuable both internally and externally
• Assist in quality assessment & improvement of performance to ensure optimal service results for call centre team
• Co-investigation of bugs reported, suggest potential resolutions and verification of fixes made
• Any other job duties which the supervisor may delegate from time to time

Our ideal candidate will be:

• Able to work on a rotating roster, including weekends
• At least 3+ years work experience in a similar role (having set up the CS function before or experience writing SOPs will be highly regarded)
• Fluent in English and Mandarin (fluent in Bahasa Melayu is a bonus) in order to liaise with multilingual speaking associates
• Empathic personality with excellent communication & listening skills and a pleasant telephone voice and manners
• High degree of reliability and organizational skills
• Bonus: Familiarity with Salesforce and call centre/customer service environment
• Preferably able to start work immediately or short notice
• You are looking forward to the challenge of building a dynamic company with us where you can make a difference

Does this sound like you? Please send your CV, along with salary expectations. Look forward to hearing fromo you!