Circles.Life
Country : Philippines
  • Full-time

Customer Happiness Operations Manager (PH-based)

Circles.Life is a young, innovative and energetic digital telco with a mission: to re-imagine the mobile experience for the digital consumer. We have strong local roots and we are the first digital telco in Singapore creating a customer centric mobile platform.

Our aim is to make the customers’ life simpler and happier by giving them power over their mobile needs. Not only do we promote customers building their own plans, so they only pay for what they want, but our services seamlessly evolve with their needs. We believe our customers deserve more, and we give it to them.

Unlimit your telco. Now.

Circles Asia and Circles.Life are brought to you by Liberty Wireless Pte. Ltd., a Singapore company incorporated in 2014. Liberty Wireless shareholders are established individuals and institutions with deep experience in the telco sector from Singapore and the region.

It was set up by a team who is passionate about changing the regional mobile telco landscape to make things better for customers because we believe they should get more out of life. More importantly, they want to set an example of telco innovation for the region, from our home base in Singapore.

Responsibilities

The Customer Happiness Manager at Circles.Life is an extraordinary role on various fronts. On one hand, you will get the unique opportunity to contribute towards building a progressive culture at a rapidly growing organisation. On the other hand, you will introduce best practices, drive initiatives, and monitor deliverables across the customer services team.

Circles.Life is not just another startup, and this is not another customer services operations role. You would need to bring to this role an exceptional degree of cross-functional expertise, cultural sensitivity, and vision towards building a pan-Asian organisation from its fledgling presence in Singapore. You will work closely with the co-founders and business heads, challenge the status-quo, contribute ideas, and implement agendas - all at a pace that is exacting, but nonetheless, exciting.

Your role:

60% Day-to-day operations

  • Performance

Managing agents’ workload and schedule to make sure we reach our KPIs.

Monitoring KPIs and setting action plans to reach targets.

  • Team Growth

Training agents along releases of new features, promotional campaigns and product improvements.

Coaching agents and taking ownership of the growth of the team.

  • Internal Coordination

​Being the touchpoint for other business units: Marketing, Operations, Product etc.
 

40% Project management

  • Create smarter customer service and happier customers through various projects.

This could include: creation of an innovative knowledge base, deployment of new channels, improvement of workflows, creation of special Customer Happiness Expert teams in charge of different customers or queries profiles, etc.
 

What’s on offer 
Circles.Life provides a great environment and platform for employees to build their career. In this role, you can expect:

  • Unique opportunity to be a part of the digital disruption in telecommunication (Circles.Life is the only company of its kind in all of Asia!)
  • Autonomy in the role and in managing your own portfolio
  • Exposure to the fast-paced world of high-tech start-ups
  • Attractive experience and compensation
  • Working with passionate, smart and driven colleagues in a vibrant environment

Requirements

  • You are passionate about technology, disruptive models, organisational culture, and Customer Service
  • You will have managerial experience in supervising a department composed of team leaders and level 1 agents catering to various digital customer channels along with managing other sub-departments within CS: recruitment, training, performance management
  • You will have at least 2 to 4 years of experience as a start
  • Ideally you will come from a telco, call center / BPOs, and E-Commerce background
  • You have an experience in managing projects geared towards process improvement, and customer experience
  • You will have experience in handling Escalations
  • You will have Queue Management / Roster Management
  • You are knowledgeable on Customer Service KPIs
  • You are familiar with CRM and customer ticketing tools such as Zendesk and Zopim
  • You are familiar with MS Office Skills which are needed for reporting
  • You will provide Coaching and Mentoring to your team of Happiness Experts
  • You are well adaptive to change when it comes to customer service trends

Total applicants :9 Job posted 17 days ago Total Views : 397 Unique Views : 397 Today Views : 1


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