At MONOKEI, we believe in delivering good things for everyone.
As the Customer Care Manager, you will lead a team of like-minded individuals and collaborate with Product, Operations and other teams to deliver a one-of-a-kind customer experience.
i. Roles and Responsibilities
Responsibilities may include but are not limited to:
- Build and lead a team of customer care executives in providing pre and post-sales customer care support / troubleshooting support through various online and social media platforms
- Review existing operational procedures and propose improvements to increase operational efficiency and enhance customer experience
- Lead investigations related to customer executive escalations, identifying root causes and recommending long term fixes to prevent issue recurrence
- Support new launch activities by defining detailed execution plans and refining and developing the knowledge base
- Lead the team in synthesising customer feedback and propose actionable plans to stakeholders to enhance product, customer experience and operational efficiency
- Establish, track and monitor customer satisfaction standards and other performance metrics
ii. You:
- have at least a Bachelor in Customer Relationship Management (CRM) or a related field
- have at least 5-7 years of related working experience in CRM
- have at least 3 years of managerial experience
- have excellent written and oral communication skills in English and Chinese
- have excellent understanding of how eCommerce operations and customer support works
- have strong relationship management and interpersonal skills, with the ability to translate complex findings and analysis to a business audience
- are able to think critically with a strong sense of urgency to resolve issues
- ability to see the big picture and zoom into the macro level technical details
- enjoy analysing, isolating and resolving a variety of complex issues
- demonstrate attention to details, capability to manage and prioritise competing tasks
- are proficient in CRM software such as Freshdesk and Front
- are proficient in Microsoft and Google software suites
iii. Good to have:
- written and verbal proficiency in a third language
Employee Benefits:
MONOKEI believes in making good things; products that are used on desks and in homes of many folks. We believe in making better input devices, that everyone wants to experience work/play/live through the objects we create. At MONOKEI, we’re interested in making the human and digital connection a little more warm, one keystroke at a time.
In addition to base salary, we offer all employees:
- Flexible vacation policy
- Reasonable, non-crazy work hours
- Flexible work arrangements
- Staff discount on MONOKEI products
MONOKEI will be prioritising applicants who have a current right to work in Singapore, and do not require MONOKEI’s sponsorship of a visa. That said, we’re open to folks who are currently based out of Singapore.
Almost...
Feel like you're really close to being a perfect fit for us? Perhaps you're not feeling too confident despite having incredible skills? We encourage you to still apply! At MONOKEI, we're just a bunch of imperfect people trying to do cool things together.
Interested?
Please email us at people (at) monokei (dot) co with your CV and a link or PDF of your portfolio. Positions will remain available until they're removed from this page. We will only contact shortlisted applicants, do not contact us via other methods.
