Customer Service Manager

About Us
Hytech is a leading management consulting firm headquartered in Australia and Singapore, specializing in digital transformation for fintech and financial services companies. We provide comprehensive consulting solutions, as well as middle and back-office support, to empower our clients with streamlined operations and cutting-edge strategies.
With a global team of over 2,000 professionals, Hytech has established a strong presence worldwide, with offices in Australia, Singapore, Malaysia, Taiwan, Philippines, Thailand, Morocco, Cyprus, and more.
Job Responsibilities:
Manage daily operations of the customer service team to ensure timely resolution of inquiries.
Develop and implement service protocols to enhance customer satisfaction and efficiency.
Monitor service metrics (e.g., response time, resolution rate) and optimize workflows.
Handle escalated customer issues and provide strategic solutions.
Analyze feedback to identify improvement areas and coordinate training programs.
Job Requirements:
Bachelor's degree in Business Administration, Communications, or a related field.
Minimum 8 years of experience in customer service, with 5+ years in a leadership role.
Proven ability to manage cross-functional teams and drive performance.
Excellent communication skills in English and Mandarin (both written and verbal).
Proficiency in CRM systems (e.g., Salesforce, Zendesk) and data analysis tools.