Digital Customer Service Manager

DUTIES AND RESPONSIBILITIES Oversee customer inquiries related to application usage, technical issues, and troubleshooting Lead and train a team of customer service representatives and support specialists Identify common customer pain points and collaborate with the development team for application enhancements Develop and implement customer service policies to improve user experience Ensure timely and effective resolution of customer concerns Monitor team performance and provide feedback for improvement Monitor KPIs (e.g., customer satisfaction scores, response times, and resolution rates) and report insights Handle escalated issues and complex customer concerns efficiently JOB SPECIFICATION Education and Experience: Bachelors degree or Masters degree in S/E commerce, Business management, International Business, Marketing and Project Management Minimum 5 years of hands-on experience in Retail operation or customer relationship management area Minimum 3 years in e-commerce platform is a plus Strong background or experiences in business planning, managing the business commercial deals Required Skills/Abilities: Strong entrepreneurial mindset Proven critical and analytical thinking skill Communication skill with excellent English proficiency Negotiation and persuasion skill Excellent organization skill Impeccable presentation and interpersonal skill