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Customer Service Operations Manager

About the Company

Circles.Life is a young, innovative and energetic digital telco with a mission: to re-imagine the mobile experience for the digital consumer. We have strong local roots and we are the first digital telco in Singapore creating a customer centric mobile platform.

Our aim is to make the customers’ life simpler and happier by giving them power over their mobile needs. Not only do we promote customers building their own plans, so they only pay for what they want, but our services seamlessly evolve with their needs. We believe our customers deserve more, and we give it to them.

One Plan, Unlimited Me.

Circles Asia and Circles.Life are brought to you by Liberty Wireless Pte. Ltd., a Singapore company incorporated in 2014. Liberty Wireless shareholders are established individuals and institutions with deep experience in the telco sector from Singapore and the region.

It was set up by a team who is passionate about changing the regional mobile telco landscape to make things better for customers because we believe they should get more out of life. More importantly, they want to set an example of telco innovation for the region, from our home base in Singapore.

Responsibilities

We have an opening for a highly vibrant Customer Service Operations Manager with an entrepreneurial spirit and an optimistic mentality, who wants to gain valuable experience and exposure at a rapidly scaling telco startup in Singapore. We are talking about an opportunity to really get in the game at a high growth startup with the regional scale, reach, and a mission to disrupt the telecommunications industry in South East Asia while building a world class digital telco.

Do you want to get first hand insights on how a rapidly scaling tech startup operate?

Do you enjoy working within an entrepreneurial environment, having personal freedom to act, and be part of a fun, energetic team who are running at full speed to ignite a digital disruption in telecommunications?

If the answer is YES, read on to find out more about the role at Circles.Life!

The Customer Happiness Manager at Circles.Life is an extraordinary role on various fronts. On one hand, you will get the unique opportunity to contribute towards building a progressive culture at a rapidly growing organisation. On the other hand, you will introduce best practices, drive initiatives, and monitor deliverables across the customer services team.

Circles.Life is not just another startup, and this is not another customer services operations role. You would need to bring to this role an exceptional degree of cross-functional expertise, cultural sensitivity, and vision towards building a pan-Asian organisation from its fledgling presence in Singapore. You will work closely with the co-founders and business heads, challenge the status-quo, contribute ideas, and implement agendas - all at a pace that is exacting, but nonetheless, exciting.

Requirements

  • You are passionate about Technology, Disruptive models, Organisational Culture, and Customer Service
  • You will have managerial experience in supervising a team of customer service agents at least 10 agents up to 20 catering to different customer channels 
  • You will have at least 2 to 4 years of experience as a start
  • Ideally you will come from a telco, call center / BPOs, and E-Commerce industry
  • You will have experience in handling Escalations
  • You will have Queue Management experience and familiar with handling voicemails as a customer channel and callback requests
  • You are familiar on Customer Service KPIs
  • You are familiar with CRM and customer ticketing tools such as Zendesk and Zopim
  • You are familiar with MS Office Skills which are needed for reporting
  • You will provide Coaching and Mentoring to your team of Happiness Experts
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