Customer Care Manager

Job Description

• Support manager in managing day-to-day operating expenditures

against operating budgets to ensure efficient usage of resources

• Supervise customer care agents to ensure work processes and

standard operating procedures are adhered to when performing
work

• Monitor the agents activity and movement to ensure manpower is

fully occupied as scheduled

• Conduct audit on inbound/outbound calls/transactions and provide

feedback to call center agents for improvement

• Monitor complaints logs to ensure complaints are attended and

closed within stipulated key performance indicators

• Identify and evaluate key areas/processes to improve upon to

increase client and customer satisfaction level

• Prepare regular/ad hoc KPI reports and identify areas for

improvement

• Conduct daily team briefings outlining any urgent issues, updates on

promotions/campaigns, trade announcements, etc. to ensure agents
are fully educated

• Act as gatekeeper of problems raised and escalate to related

departments

• Establish and maintain good working relationships with

clients/customers

• Other’s task assigns by manager

Job Requirements

• Demonstrate knowledge in customer service principles and practices
• Proven CRM and SAP knowledge
• Proven experience in call center/customer service environments
• Proven ability in multi-tasking and prioritizing workload
• Demonstrate high attention to detail, follow-through and accuracy
• Demonstrate proficiencies in office productivity tools (e.g. Excel, Word and PowerPoint)
• Demonstrate fluency in local language and ideally in English, both written and spoken
• Demonstrate appreciation and respect for cultural sensitivities especially in cross-country/-cultural interactions
• Demonstrate ability to handle highly sensitive and confidential information with integrity

Why It’s Great to Work at DKSH
At DKSH, we are driven by a purpose that goes beyond the ordinary: enriching people's lives. Through the products and services we provide, DKSH positively impacts millions of lives everyday. Join our team where entrepreneurship meets flexible work arrangements. Take the leap and start a journey where you can grow and make a difference!

Learn more about working at DKSH: https://www.dksh.com/careers