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This role takes responsibility for managing a team of service desk employees. They ensure client satisfaction by successfully managing and completing incidents. This role takes guidance from Service Desk Operations Manager in fulfilling their obli...Show More
our customer support function across our direct to consumer products in the APAC region. This will involve owning the support processes, managing the interaction of support agents embedded in the local markets and making sure that information on CX flows between customers and product teams. This is a crucial function in maintaining positive customer experience, while also providing an invaluable feedback loop to the business in customer satisfaction and contributing to product and service improvement opportunities with supporting data.
• Enhance processes to meet the challenges of multiple products, each tailored for their
respective markets in APAC
• Be consumer obsessed
• Manage agents locally in Singapore to deliver relevant experiences and contribute to the
remote hiring of insourced resources for region specific products
• Configure workflows within Zendesk to meet business needs both for agent handling
and in reporting capabilities
• Interface directly with each product team to immerse yourself into their customer
• Apply consistent user experiences across different products
• Ensure all localization requirements are met
• Develop and mature relationships with counterparts across other regions in the
• Identify opportunities to improve customer experience not just within the support
framework but in product improvement too
This role takes responsibility for managing a team of service desk employees. They ensure client satisfaction by successfully managing and completing incidents. This role takes guidance from Service Desk Operations Manager in fulfilling their obligations.
Internal: Service Desk External: Clients and/or vendors Service Operation Service Transition Service Level Management
Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures.
Maintains an in-depth knowledge of specific specialisms and provides expert advice regarding their application. Can supervise specialist consultancy. The specialism can be any aspect of information or communication technology, technique, method, product or application area. Customer Service Support
The Inside Opportunity Manager is responsible for identifying and developing a sales pipeline of customers through prospecting existing, established and target accounts as well as following up on pre-qualified sales opportunities by the team’s Sales Development Representative. Responsible for identifying key buying influencers within these prospects to determine full needs. Build and cultivate prospect relationships by initiating communications and conducting follow-up communications in order to move opportunities through the sales funnel. Work with regional sales team and global pipeline team to develop and grow the sales pipeline to consistently meet quarterly revenue goals. Prepare and analyse sales pipeline reports.
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SkillsAgile Software Development
Client support analyst to work with a global social media organization. We focus on working closely with internal sales and account management teams as well as external clients, including small businesses and agencies to assist with operational tasks. We challenged with having to balance the day-to day service/support of customers, while also identifying innovative ways to solve problems upstream identify gaps in processes. We are comfortable to understanding social media campaigns and supporting bugs and invoicing, have an appetite for research and gathering data insights and the ability to use that to evolve client advertising platforms, a high level of comfort working with cross functional partners, and a strong analytical mindset. Our successful team members have a passion for business success, strong attention to detail, analytical problem- solving abilities, and keen eyes for operational inefficiencies.
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