Manager, Customer Operations (Services)

1 Month ago • 5 Years +

About the job

SummaryBy Outscal

Razer is seeking a Customer Operations Manager to oversee contact center operations, manage customer feedback, and ensure issue resolution. 5+ years of call center management experience is required, with proven skills in motivating teams, enhancing customer experience, and optimizing processes.

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.

Job Responsibilities :

You will play a pivotal role within our Customer Advocacy department, spearheading the Customer Operations (Services) Support team. This role involves overseeing day-to-day contact center operations and responsible for mapping the customer journey, managing customer feedback, and ensuring the successful resolution of escalated issues. The ideal candidate will be a strategic thinker with a hands-on approach to improving processes, enhancing customer experience, and leading a high-performing team.

Responsibilities:

  • Collaborates with call center management team on day-to-day operations to provide quality service to customers and to achieve required operational KPIs, such as NPS, SLA, ABR and other productivity metrics
  • Perform as strategic and operational lead between contact center and internal support organization
  • Adheres to the companies “Best in Class” service model to increase NPS and customer satisfaction
  • Supervises call center supervisors, team Leads and representatives who are answering customer inquiries via multiple support channels
  • Ensures call center supervisors, team leads, and representatives are properly trained, in collaboration with Training and QA functions, when old products are upgraded, or new products are released
  • Acts as point of contact for local/regional executive escalations for customer support and service as required
  • Develops and evaluates personnel to ensure the efficient operation of the function
  • Design and optimize the customer journey by identifying and implementing key touchpoints to improve customer experience
  • Establishes and maintains internal CRM, KBA and/or LMS systems that provide answers to common questions and problems
  • Develops and adheres to operations budget
  • Reviews call center billing invoices for discrepancies
  • Communicates with legal counsel and safety department to ensure all processes are compliant
  • Other duties as assigned
     

Pre-Requisites :

  • 5+ years of experience in managing call center support and customer service operations
  • Capable in motivating and inspiring team members to prioritize customer needs and fostering an environment committed to constant improvement
  • Experience with delegating responsibilities and managing/achieving results
  • Experience with providing leadership and training to key personnel
  • Advanced written and verbal communication skills
  • Possession of key competencies, including conflict management, business negotiation, organization, and decision-making
  • BA/BS degree in Business Administration or related field or equivalent experience
  • Native English speaker. Fluent Mandarin speaking skill is a strong plus
  • May require 10-15 % travel

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About The Company

Singapore (On-Site)

Singapore (On-Site)

Tokyo, Japan (On-Site)

Tokyo, Japan (On-Site)

Selangor, Malaysia (On-Site)

Ho Chi Minh City, Vietnam (On-Site)

Federal Territory Of Kuala Lumpur, Malaysia (On-Site)

Selangor, Malaysia (On-Site)

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