The Role
- Reporting to the Assistant Service Operations and Experience Manager, you will be sitting within the Customer Experience Team at SEEK Asia (JobsDB). You will be responsible for assisting the Assistant Service Operations and Experience Manager to manage the Customer Experience Team. We are looking for someone with a proven ability to adapt to a changing environment and be a change champion. With the role evolving over time, as we progress through our technological & operational transformation.
Key Objectives of the Role
- Act as a senior role in the Customer Experience Team, assist the Assistant Service Operations and Experience Manager in leading and managing the team in delivering quality service to internal & external stakeholders (Employers and Jobseekers);
- Introduce, Initiate and incubate best practices to enhance customer experience and customer satisfaction, drive and track service quality on service-related initiatives;
- Conduct coaching and quality assessments to ensure daily operations are in compliance with the company & department standards;
- Review current processes and procedures, liaise and co-ordinate with cross-functional teams on continuous improvement of fulfilment tasks;
- Provide support to team members on daily operations, perform customer support tasks when it is required;
- Ability to work independently on driving customer experience enhancement and improvement projects
- Be responsible for other ad hoc/special assignments or projects assigned by Management, including but not limited to market research and competitor analysis, mystery shopping projects.
Skills, Experience and Competencies
- 5 years of customer service/operations experience is a plus
- 1-2 years of experience in the supervisory level is highly preferred
- Customer-oriented with a proactive and good serving attitude
- Self-motivated with excellent problem solving, critical thinking, and analytical skills
- Presentable and strong in communication and negotiation skills
- SOP and projects implementation experience is preferable
- Salesforce (CRM) experience is preferable
- Candidate with less experience will be considered as Customer Support Executive
Perks and Benefits
- Attractive numeration package
- No Shifting, Working from Monday to Friday office hour
- Smart Casual Outfit everyday
At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.
We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with diverse backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable mindset but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.
Should you require any specific support or adjustments throughout the recruitment process and beyond, please advise us and we will be happy to assist.
SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.
