Customer Experience Optimisation Lead
3 weeks ago
Job Title: Customer Service Team Leader
Job Description:
We are seeking an experienced and innovative Customer Service Team Leader to join our team at Koin Limited. In this role, you will have the opportunity to lead a highly skilled team and drive exceptional customer experience through efficient AI usage.
Key Responsibilities:
- Manage and optimise AI performance to ensure the highest level of customer satisfaction
- Oversee the day-to-day management of the Customer Service team in Asia
- Handle escalated customer queries and ensure timely resolution
- Report on any issues that the team in Asia has with the AI tool
- Oversee key account management for top spenders
- Delegate tasks including incoming customer queries, payment disputes, returns and refunds, new orders, online reviews and subscription management
- Work closely with the Product Development team to understand product offerings and customer expectations
- Collaborate with the Marketing and Operations teams to ensure seamless customer experience across all regions
- Travel to China to work with our Asia team and ensure a seamless customer experience across all regions
Requirements:
- Experience in customer support or related fields
- Experience in team management and delegation
- Excellent communication and interpersonal skills
- Strong organisational skills with the ability to manage multiple tasks
- Assertive with a commitment to high standards
- Positive, upbeat, and adaptable attitude
- Interest in AI and innovative technology (no prior knowledge required; comprehensive training will be provided)
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