Customer Service (CEE) Manager

ABOUT THE ROLE
Crossian is a high-growth technology-driven e-commerce business. Behind our success is our people. As a start-up formed in 2020, we have created a fast-paced and dynamic environment, enabling our people to reach a collective CAGR of over 400% in just the first 3 years. Our mission now is to build DTC brands and increase customer LTV by providing best-valued products backed by no nonsense customer service policies as Customer Centricity is at the core of our values.
We are looking for a customer-centric manager with strong leadership skills and a deep understanding of customer satisfaction insights. Someone who can also manage complex, large multi-dimensional data, and utilize insights from this data to improve team operations. You will be in charge of managing Crossian's customer support arm known to us as the Customer Experience & Excellence (CEE) team. You will be reporting directly to the CEO and mentored for success by our Senior Manager of Operations.
Are you ready to thrive in our fast-paced environment and become our customer advocate and trusted strategic partner? You will build strong and long-lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth and bring added value to the organization.
This role is perfect for you if you are a self-starter, have at least 5 years of customer service management experience backed by proven experience implementing top notch customer service programs, policies and processes.
WHAT YOU WILL DO
* Day-to-day Operation (50%)
- Lead and manage a team of up to 30 agents, including in-house and outsourced employees (you will be supported by functional team leaders)
- Manage workflow, escalations and effectively delegate workload across the team
- Maintain and improve day-to-day operations
- Identify and resolve problems raised by agents
- Track employees' performance and attendance
- Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.
- Solve complex customer service issues and proactively prevent negative service trends
- Proactively inform and keep Board of Managers in the loop on status of major crises and urgent matters
*Strategic Management (30%)
Quality assessment/review
- Design quality assessment scorecards & processes
- Implement quality assessment on all agents on a weekly/monthly basis
- Monitor and improve customer inquiry resolution quality
- Create development plans for agents with low-quality scores
- Identify and eliminate root cause barriers to accuracy, productivity, and quality
Customer satisfaction management
- Ensure core satisfaction metrics are measured and analyzed on a regular basis
- Collect customer insights from various channels and provide feedback to responsible departments
Risk management
- Detect, measure, and analyze operational risks
- Create risk reports and provide insights for other business stakeholders
- Hold risk meetings with responsible teams or stakeholders to discuss preventative actions for minimizing losses
- Long term: design reports and work with engineering team to build risk monitoring dashboard as needed
* Team Management (20%)
- Evaluate the performance of the team on a regular basis
- Develop, coach, and support individuals at all stages of their career
- Interview, onboard and train new employees
- Plan, assign and direct work
- Incentivize high performers and provide mentorship to other performers
- Provide effective conflict resolution
- Design and carry out employee training programs based on market trends, and business needs
- Ensure team culture is in line with the vision, mission and core values of the company