Service Excellence & Operations Assistant Manager

[Job ID: 1651781] Responsibilities • Manage daily customer enquiries via email and social media channels. • Resolve customer complaints professionally and ensure adherence to service standards. • Investigate escalated customer issues and coordinate with internal teams for timely resolution. • Monitor customer satisfaction levels and recommend service improvements. • Develop and maintain customer support SOPs, response templates, and service guidelines. • Establish and enhance workflows for enquiries, complaints, and escalation management. • Track service KPIs, including response time, resolution time, and customer satisfaction metrics. • Support CRM system implementation, user testing, workflow design, and process optimisation. • Recommend CRM enhancements to improve operational efficiency and reporting capabilities. • Maintain accurate customer data within the CRM platform. • Supervise daily team operations and allocate workloads effectively. • Coach and develop team members to improve service quality and operational performance. • Analyse customer feedback, complaint trends, and recurring operational issues. • Prepare regular performance reports and recommend customer experience improvement initiatives. Requirements • Minimum 5 years of experience in Customer Service, Customer Support, or Customer Experience. • Experience handling escalated customer complaints and complex customer issues, developing SOPs and improving customer support processes. • Proficiency in CRM systems and customer service platforms. • Strong analytical skills with experience translating customer insights into business improvements. • Experience in the F&B, hospitality, or retail industry is an added advantage. To Apply, please kindly email your updated resume to cv_gary@goodjobcreations.com.sg Please kindly refer to the Privacy Policy of Good Job Creations for your reference: https://goodjobcreations.com.sg/en/privacy-policy/ We regret that only shortlisted candidates will be notified. However, rest assured that all applications will be updated to our resume bank for future opportunities. EA Personnel Name: Gary Ho Cheng Xuan EA Personnel Reg. No.: R1549767 EA License No.: 07C5771