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.
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
Related Job Searches:
- Company:
GetGo Technologies - Designation:
Customer Experience (CX) Manager - Profession:
Customer Service / Communications - Industry:
Others - Location:
Toa Payoh