Regional Customer Service Manager

About the role: 

Manage 3P. Cancellation reduction. SLA for inbound. Outbound calling for survey and probing NPS.

What you’ll do: 

• Manage 3P team for customer service activities 
• Inbound via ticketing tool, calls, whatsapp
• Cancellation probing / outbound calling 
• Communication with store on activities like delay in delivery
• Develop dashboards to represent data received
• Ensure that customer issues are resolved as per SLA giving GoToko customers a world class experience
• Supervise day-to-day operations in the customer service department
• Taking ownership of customer issues and following problems through to resolution
• Keeping a record of customer interaction and voice of customers, including root cause and details of action taken
• Delivering all reports, analysis and insight about customer service to management
• Onboard and train new customer service agents
• Decrease cancellation rate through actionables based on customer’s feedback and needs

What criteria you’ll need to fulfill:

• 3-5 years in Customer service (call center operations) 
• Managing teams 
• Experience working on a ticketing tool
• Demonstrate initiative, adaptability, and problem-solving skills in a changing and dynamic environment
• Proficiency in Google suites and customer service software
• Proficiency in English (both written and spoken)
• Highly analytical and obsessed with customer experience

What skills you’ll need:

• Good presentation and communication skills
• Relationship Management
• Good understanding of management practices and techniques
• Excellent interpersonal skills