Customer Service Manager (Work from Home)
- No. of Openings 2
- Industry IT & Telecommunication
- Category Business Analyst & Project Management
- Location Remote Work
- Job Level Mid Level
- Salary Usd. (400$) Monthly (Negotiable)
- Education Level Bachelors
- Desired Candidate Both(Female, Male)
- Experience 1 + year
- Expiry date Nov 24, 2025 (Expired)
- Skills Leadership, Excellent communicator, Team Management
Job Description
We are looking for an experienced and proactive Customer Service Operation Manager to oversee the end-to-end operations of our customer service department. This role requires a strong leader with a strategic mindset to optimize processes, lead teams, manage performance, and ensure high levels of customer satisfaction—all while ensuring compliance with company policies and relevant labor regulations.
Key Responsibilities:
- Operation Management: Supervise daily operations of the customer support team, ensuring service quality, efficiency, and customer satisfaction.
- Process Optimization: Design, implement, and continually improve SOPs—especially for verification processes such as age and content checks—to enhance service accuracy and operational speed.
- Work Allocation & Handover: Manage team workflows and coordinate handovers (e.g., within a 2-day timeframe) to ensure seamless task transitions and accountability.
- Team Leadership: Recruit, train, coach, and mentor customer service personnel to boost performance, morale, and adherence to a positive company culture.
- Budget & Resource Management: Administer operating budgets and allocate human and technical resources (CRM tools, PowerBI, Tableau, databases) for maximum effectiveness and cost efficiency.
- Performance Monitoring: Track and analyze KPIs such as average response time, chat volume, issue resolution, and customer satisfaction. Use data insights to drive continuous improvements.
- Compliance: Ensure full compliance with Taiwan labor regulations and internal policies, particularly regarding content review and verification standards.
- Project Management: Lead and complete assigned projects independently, providing timely solutions and regular updates.
Job Specification
- Bachelor's degree or higher in Business Administration, Management, Customer Experience. (Igaming Preferable)
- Minimum 5 years of experience in customer service, with at least 2 years in a leadership or operations management role.
- Proven success in remote or hybrid work environments preferred.
Skills & Competencies:
- Strong leadership, communication, and analytical skills.
- Proficient in CRM tools (e.g., Zendesk, Salesforce) and data platforms (e.g., PowerBI, Tableau).
- In-depth understanding of customer service industry standards and best practices.
- High adaptability, strong problem-solving ability, and a proactive work ethic.
- Able to work under pressure and manage multiple priorities.
- Excellent team collaboration and interpersonal skills.
- Strong project ownership and the ability to work independently with minimal supervision.
- Willingness and flexibility to travel domestically/internationally and work occasional evenings or weekends as needed.
Other Requirements:
- Can work partially remote with a stable internet connection and access to necessary tools.
- Fluent in English (Chinese proficiency is a plus).
- Committed to continuous learning and operational excellence.
This job has been expired
on 2025-11-24
Share:
