We are seeking a motivated and customer-focused Senior Manager, Customer Experience to enhance satisfaction and streamline customer interactions. This role involves driving key initiatives, managing a high-performing team, and collaborating with various departments to improve customer journeys and operational processes.

The Key Responsibilities include but are not limited to:

1. Customer Experience Innovation

• Support Day-to-day operations of e-Commerce platform (Shopee/Lazada/Ownwebsite)
• Assisting customers with the ordering process, including order placement, tracking, cancellations, and returns.
• Resolving issues related to order discrepancies, shipping delays, or damaged items.
• Addressing and resolving customer complaints or concerns in a timely and effective manner.

2. Team Management

• Assist in onboarding, training, and mentoring team members for exceptional service delivery.
• Monitor performance metrics and provide actionable feedback.
• Lead team meetings, resolve conflicts, and ensure alignment with service standards.

3. Operational Oversight

• Develop and maintain resources such as FAQs, scripts, and training materials.
• Oversee compliance with regulations and payment reconciliation processes.

4. Collaboration and Reporting

• Work with cross-functional teams to address process and system issues impacting customer experience.
• Assist in preparing reports and deriving actionable insights from customer data.

What Were Looking For:

• Diploma in any related discipline.
• Minimum 5 years of working experience in Customer service/experience and supervisory experience, and/or In-dept knowledge of customer experience or journey mapping.
• Ability to manage deadlines and work collaboratively in a fast-paced environment and be willing to roll-up your sleeves to drive organizational change,
• Excellent verbal communication skills, and the ability to bring effective communication between departments and upper management.
• Strong analytical, leadership, and problem-solving skills.
• Proficiency in CRM systems and performance metrics.
• Microsoft skills knowledgeable Excel and PowerPoint.