Customer Service Manager - ecommerceFirst Nanyang Services, Inc

Job Descriptions
Directly manage a team of Customer Service Representatives
Be responsible for coaching, development, and performance management of team members.
Stay present and available for the broader Customer Service team, including monitoring communications, answering questions, and providing a real-time updates.
Build strong subject-matter expertise about First Nanyang APP, serving as a resource for the team who can also leverage data to identify opportunities to improve customer experience; at times, "All Hands-On Deck" may be called and will be required to handle contacts or escalations
Responsible for ensuring the team is in compliance with policy, process, and product updates. Identify additional training needs, plan training sessions in partnership with the Training team and track performance improvement
Provide team with daily workflow based on priority needs
Help to identify and delegate department projects as needed
Work with customers on sensitive escalated issues to ensure the customer is satisfied while still upholding general department policies
Job Qualifications
Strong communication skills, both verbal and written.
Ability to recognize situations that need to be escalated
Independent thinker: able to make meaningful decisions based on each situation.
Result and action-oriented, resourceful, and efficient
Ability to analyze and report on trends and issues.
Strong computer skills.
Schedule:
8 hour shift