jr. Customer Service Manager (australia)Emma Sleep

Ready to lead, disrupt and reinvent the sleep industry?
We are Emma - The Sleep Company. We revolutionize sleep by pushing the boundaries of what technology can do for rest. Our aim is to awaken people's best by enhancing their sleep. We are one of Europe's fastest-growing sleep innovation companies with 850 + team members representing over 65 nationalities at our international offices in Frankfurt, Manila, Lisbon, and Shanghai and Mexico City.
This is what you'll do:
You will assist in managing Emma AU and NZ BPO vendor through KPI and scorecard monitoring/tracking
Answer/manage Level 1 and 2 inquiries from CS agents
Conduct coaching on behaviors, when necessary, based on trending agent behaviors identified
Participate in QA calibrations, weekly and monthly business reviews
Manage escalations both via emails and social media
Document processes in Knowledge Base, update macros and create training materials for process updates
Conduct trainings and facilitate team huddles for process updates
You will identify any sort of bottlenecks in Operations and suggest solutions to internal and external stakeholders, so that Emma can provide excellent service to customers
You will analyze customer needs and inquiries and build quantified data for continuous improvement of internal processes while keeping a high quality of customer service
This is what you'll bring us:
You have experience in Team/People Management
You have experience with providing world class Customer Experience with CSAT and NPS as key metrics
You have experience in managing Productivity and Efficiency
Team Leader experience in the BPO industry is a plus
You have experience in handling customer escalations
You are a critical thinker and with excellent problem-solving skills to coordinate and tackle any challenges that may arise
You have a sense of ownership and pride in your performance and its impact on company's success
You have a great interpersonal and communication skills
This is what we offer:
Responsibility and decision-making authority from your first day
The opportunity to work on challenging tasks that contribute to your professional growth
Work independently and as part of a dedicated, international team
The opportunity to help shape our company culture
Make an impact initiating new ideas
Work with and learn from experts in diverse fields
Get to know your team members at our exciting company events
Become an Emmie
Our work culture is built on strong values promoting community, agility, and ownership. Growth and excellence in all areas are important to us, which is why we offer our team members opportunities to unlock their full potential professionally and personally.
Emma proudly celebrates diversity. We are an equal opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability or age.
Emma Sleep

Manila City, Metro Manila
Permanent
Full-time