Customer Support 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