Assistant Manager( Customer Care )

IN THIS ROLE YOU WILL:

• Monitor customer activity, metrics, communications and documentation to ensure service levels,
• appropriate escalation and continuous improvement.
• Align to and contribute to global department processes and procedures
• Utilize various metrics to improve upon customer satisfaction and service
• Provide knowledge support to staff and customers for products, service levels, escalated issues,
• organization, workflow/procedures and tools across the supported regions by the department.
• Distribute staff workloads, including customer accounts, projects and training assignments.
• Administer attendance, coverage and time punches.
• Actively manage employee performance. Onboard, coach, motivate, develop and reward staff,
• identify training needs and conduct regular performance evaluations.
• Ensure process consistencies in the operational development and execution.
• Establish SMART GOALS and objectives and help the team to achieve them.
• Administer Zendesk, Community/Portal, Gmail and other tools for Customer Care.
• Act as a department liaison to other functional teams, especially Customer Care In-Market teams
• and technical account managers.
• Conduct Zendesk and other inter and intradepartmental training as needed.
• Act as a department lead or team member for department and company projects as needed.
• Act as a customer escalation contact and provide after hours, on-call support to staff as needed.
• Work with management to define, implement and continuously improve inter and intradepartmental
• organization, workflow/procedures and tools.
• Work with Department Leaders on employee recruiting and performance improvement
• plans/corrective action as needed.
• Work with Department Leaders to define and execute on short and long-term department and
• company goals.

FOR THIS ROLE WE ARE LOOKING FOR INDIVIDUALS THAT HAVE:

• Bachelor's degree in technology, business or a related field preferred. Equivalent working experience
• considered.
• Minimum of 7 years in a customer-facing role. Supervisory experience is a plus.
• Experience of managing accounts, a strong individual contributor is a plus.
• Experience of handling APAC region and multiple product vertical clients is a plus.
• Strong leadership skills. Able to champion change, foster teamwork, develop high performers and
• cultivate a positive and professional work environment.
• Detail-oriented with proven organizational and time management skills. Able to multitask, prioritize
• and delegate appropriately.
• Proven problem-solving and technical trouble-shooting skills.
• Excellent communication skills with an approachable style and the ability to work as part of a global
• team.
• Excellent English language skills written and verbal.
• The ability to work the shift hours as stated and occasionally help with coverage of other shifts
• Results and data driven management style.
• Experience in leading projects, even if small in nature
• Ability to handle conflict in an effective way.
• Experience with data analysis and commonly used data formats, communications protocols and
• related tools: XML, CSV, FTP, API, Excel, etc.
• Experience with Zendesk or comparable CRM in a customer service capacity. Reporting and admin
• experience is a plus.
• Experience with Gracenote customers, products and content is a plus.
• Occasional travel required.
• A strong individual, who is flexible to take additional workload of others if required.
• Client centric approach and works with other shift leaders or department leaders to come up with
• the operational improvement plans.