GetGo Technologies – Customer Experience (CX) Manager

Company
GetGo Technologies
talenttribe.asia
Designation
Customer Experience (CX) Manager
Date Listed
09 Mar 2022
Job Type
Experienced / Senior Executive
Full/Perm
Job Period
Immediate Start, Permanent
Profession
Customer Service / Communications
Industry
Others
Location Name
Caldecott MRT Station, Singapore
Address
Singapore
Map
Allowance / Remuneration
$800 - 2,300 monthly
Company Profile

GetGo Technologies Pte Ltd is Singapore’s largest and fastest growing carsharing platform that enables everyone with the freedom to drive, without the burden of ownership. 

Job Description

About the Role:

We are building the #1 carsharing platform in APAC that enables everyone with the freedom to drive, without the burden of ownership. In doing so, we seek to create a mobility ecosystem that's shared and sustainable for all.

This is an exciting new leadership role that reports to our Chief Operating Officer. You will be leading a growing CX team that supports our customers in Singapore and beyond. You will be expected to adopt a customer-centric as well as data-driven approach to deliver a delightful and trusted customer experience to hundreds of thousands of customers across their journey with GetGo.



Day to Day Activities:

  • Be a key voice of the customer within the company and own our CX journey, policies, and procedure
  • Own CX metrics such as customer satisfaction, response time, efficiency, and cost
  • Provide management with regular reports and actionable insights on these CX metrics
  • Improve, develop, and implement policies and procedures, through leveraging technology, training, and content development, to optimize CX operations and delight our customers
  • Lead, coach, train and manage a passionate and high performing CX team
  • Manage 24/7 regional operations and teams
  • Define and triage issues, and assign and maintain appropriate service response times
  • Handle critical escalations and provide timely follow-ups to close off CX issues
  • Build up the team to support increased operating scale, complexity internationally
  • Partner with marketing, operations, enforcement, and tech teams to ensure continuity of service and enhance our overall CX



Who We Are Looking For:

  • At least five (5) years of experience in a high-volume, multi-channel CX/CS function in a consumer technology or tech-enabled firm and leading 24/7 CX/CS operation teams
  • Degree in business management / psychology / communications or similar field of studies preferred.
  • People leader and team player who is passionate about helping people to perform at their best
  • Customer-obsessed with the desire to create a world-class CX
  • Highly analytical and data-driven in decision making and management, with strong aptitude in MS Excel a must
  • Highly responsible with a bias for action, with the ability to operate independently when given the right guidance and empowerment
  • Excellent verbal and written communication skills with a track record of collaborating across functions
  • Familiarity and experience with customer support technology platform such as Intercom, Zendesk, and/or Twilio
  • Strong personal alignment with our GetGo Values:
    • Get it going!
    • Stay curious and humble
    • Innovate constantly
    • Keep it simple
    • Collaborate for success
    • Enjoy the ride
This position is already closed and no longer available.  You may like to view the other latest internships here.

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