Assistant Manager, Customer Experience
ZUS Coffee
Date: 1 week ago
City: Subang Jaya
Contract type: Full time
Position Responsibilities
Project Planning & Execution
Qualifications & Experiences
Project Planning & Execution
- Lead, coordinated, and managed customer happiness projojects from inception to completion, ensuring alignment with strategic goals.
- Develop projoject timelines, set objbjectives, and assign tasks to team members to meet deliverableswithin deadlines.
- Monitor projoject progress, troubleshoot issues, and ensure solutions are implemented to keep projects on track.
- Evaluate current support processes to identify fy areas fofor improvement and optimize workflows foforefffficiency and better customer satisfaction.
- Implement process enhancements based on data analysis, customer feedback, and industry bestpractices.
- Work with Tech and Operations teams to integrate technological tolls that streamline support functions and imptoce the customer experience.
- Collaborate with Product, Operatins, Finance, Marketing & Tech teams to implement solutions that enhance customer feedback and operational needs.
- Contribute to strategic initiatives to improve customer servrvice quality and align with business goals.
- Communicate key insights and updates with stakeholders and ensure alignment on projoject goals.
- Oversee complex initiatives and ensure successful on-time implementation within scope withsuccessful implementation.
- Foster a collaborative approach to ensure projoject deliverables are met while maintaining acustomer-first perspective.
- Define Key Perfrfoformance Indicators (KPIs) to track projoject outcomes and measure customersatisfaction, efffficiency, and impact.
- Conduct regular perfrfoformance reviews of ongoing projojects and provide feedback to relevant teamsto improve outcomes.
- Generate reports and insights on projoject perfrfoformance fofor senior management, highlighting areasof success and opportunities fofor improvement.
- Provide guidance and support to team members involved in customer happiness projojects,ensuring they are equipped with the tools and knowledge to succeed.
- Lead by example to fofoster a customer-centric, proactive approach to projoject management.
- Develop and execute strategies to enhance the overall customer experience, incorporatingprojoject-based solutions that address customer pain points.
- Research market trends and customer feedback to identify fy areas fofor improvement and innovation.
- Implement initiatives that drive continuous improvement, ensuring a high level of customersatisfaction and brand loyalty.
- Identify fy potential risks within projoject timelines or deliverables and develop mitigation plans tominimize disruptions.
- Manage escalated customer issues as necessary and ensure quick, effective resolutions that alignwith projoject goals.
- Regularly review customer feedback to proactively address recurring issues or pain point is customer support process.
Qualifications & Experiences
- Bachelor’s degree in Business Administration, Project Management, Customer Servrvice, or related field.
- 3-5 years in projoject management, customer support, or operations, with at least 2 years in aleadership or supervrvisory role.
- Strong understanding of customer servrvice principles, including KPIs such as CSATAT, NPS, and FRT.
- Experience with CRM systems, project management tools (e.g., Asana, Jira, Zendesk, Freshdesk, Salesforce, Lark), and customer support software.
- Proven experience managing multiple priorities, meeting deadlines, and thriving in fast-paced environments.
- Proven ability to work cross-functionally and build effective relationships with stakeholders.
- Experience with AI/chatbot tools and knowledge of customer experience best practices.
- Familiarity with data analysis and reporting tools.
- Proven track record in managing cross-functional projects and delivering customer-fofocusedresults.
- Knowledge of industry trends and competitive customer service practices.
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