online customer service manager Job Vacancy in Aututech Melbourne VIC – Updated today

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Full Details :
Company Name : Aututech
Location : Melbourne VIC
Position :

Job Description : The Role
Responsible for the daily remote management of African customer service teams and the construction of new overseas customer service centers.
Job Descriptions
Manage the helpdesk system and lead an overseas CS team around 40 representatives. Responsible for team management include but not limit to recruitment, resource scheduling, training and performance management. Set team and individual performance targets and KPIs.
Ensure operational targets and client satisfaction are met at all times. Monitor, resolve and escalate all outstanding issues on time every day. Provide regular operational status update to the management.
Generate team’s monthly and quarterly performance report. Conduct regular management meetings and performance discussions as required.
Lead the CS team to Support customers through live chat, email, phone call, and social media channels, and make sure every customer’s enquiry is answered in a timely, efficient and knowledgeable manner.
Prepare and provide weekly and monthly VOC analysis reports to the management.
Provide the quality assessment weekly report to the management. Provides feedback and coaching to the agents based on the Q&A.
Responsible for suggesting methods to improve area operations, efficiency and service to the management.
Track and lead continuous improvement by identifying, documenting, reviewing and updating SOPs.
Any other management duties as directed.

Job Requirements
Minimum of 3 years or above customer service experience required.
Minimum of 2 years or above of customer service management experience required.
At least two years or more Gaming/Sports Betting working experience.
African Working Experience is an advantage.
Mandarin or Chinese speaking is an advantage.
Zendesk / Freshdesk / PBX experience is a high advantage.
Excellent customer service skills are necessary along with the ability to create and maintain effective relationships with customers.
Enthusiastic people leader with demonstrated experience in a team environment to support, coach and develop team members.
Experience in developing, documenting processes and work instructions.
Accept flexible working hours during peak business periods.
High awareness to detail and excellent problem solving.
Overseas business travel to Africa is required based on business (1-2 times a year)

About us
Aututech is a fast growing Information Technology company. We provide app development, software, marketing strategy, real-time data analysis, risk management and payment products.

This post is listed Under  App Development
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