Customer Support Assistant Manager

[Job ]

Responsibilities

• Manage daily customer enquiries via email and social media channels.
• Resolve customer complaints professionally and ensure adherence to service standards.
• Investigate escalated customer issues and coordinate with internal teams for timely resolution.
• Monitor customer satisfaction levels and recommend service improvements.
• Develop and maintain customer support SOPs, response templates, and service guidelines.
• Establish and enhance workflows for enquiries, complaints, and escalation management.
• Track service KPIs, including response time, resolution time, and customer satisfaction metrics.
• Support CRM system implementation, user testing, workflow design, and process optimisation.
• Recommend CRM enhancements to improve operational efficiency and reporting capabilities.
• Maintain accurate customer data within the CRM platform.
• Supervise daily team operations and allocate workloads effectively.
• Coach and develop team members to improve service quality and operational performance.
• Analyse customer feedback, complaint trends, and recurring operational issues.
• Prepare regular performance reports and recommend customer experience improvement initiatives.

Requirements

• Minimum 5 years of experience in Customer Service, Customer Support, or Customer Experience.
• Experience handling escalated customer complaints and complex customer issues, developing SOPs and improving customer support processes.
• Proficiency in CRM systems and customer service platforms.
• Strong analytical skills with experience translating customer insights into business improvements.
• Experience in the F&B, hospitality, or retail industry is an added advantage.