Manager, Customer Operations (Services)
Razer
Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.
Job Responsibilities :You will play a pivotal role within our Customer Advocacy department, spearheading the Customer Operations (Services) Support team. This role involves overseeing day-to-day contact center operations and responsible for mapping the customer journey, managing customer feedback, and ensuring the successful resolution of escalated issues. The ideal candidate will be a strategic thinker with a hands-on approach to improving processes, enhancing customer experience, and leading a high-performing team.Responsibilities:
Collaborates with call center management team on day-to-day operations to provide quality service to customers and to achieve required operational KPIs, such as NPS, SLA, ABR and other productivity metricsPerform as strategic and operational lead between contact center and internal support organizationAdheres to the companies “Best in Class” service model to increase NPS and customer satisfactionSupervises call center supervisors, team Leads and representatives who are answering customer inquiries via multiple support channelsEnsures call center supervisors, team leads, and representatives are properly trained, in collaboration with Training and QA functions, when old products are upgraded, or new products are releasedActs as point of contact for local/regional executive escalations for customer support and service as requiredDevelops and evaluates personnel to ensure the efficient operation of the functionDesign and optimize the customer journey by identifying and implementing key touchpoints to improve customer experienceEstablishes and maintains internal CRM, KBA and/or LMS systems that provide answers to common questions and problemsDevelops and adheres to operations budgetReviews call center billing invoices for discrepanciesCommunicates with legal counsel and safety department to ensure all processes are compliantOther duties as assignedPre-Requisites :5+ years of experience in managing call center support and customer service operationsCapable in motivating and inspiring team members to prioritize customer needs and fostering an environment committed to constant improvementExperience with delegating responsibilities and managing/achieving resultsExperience with providing leadership and training to key personnelAdvanced written and verbal communication skillsPossession of key competencies, including conflict management, business negotiation, organization, and decision-makingBA/BS degree in Business Administration or related field or equivalent experienceNative English speaker. Fluent Mandarin speaking skill is a strong plusMay require 10-15 % travel
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