Customer Happiness Manager

About Us

Founded in 2014, Circles is a global technology company reimagining the telco industry with its SaaS platform - Circles X, helping telco operators launch and operate successful digital brands through its offerings.

Having pioneered a successful blueprint for disrupting the telco space in Singapore, Circles has since launched its own digital telco, Circles.Life, in Singapore, Taiwan and Australia. Circles has also partnered with other telco operators to launch digital services, enabling our partners to accelerate growth and capture market share within a short period of time.

Today, Circles is partnering with operators in 14 countries to deliver delightful digital experiences to millions of people through our businesses.

We are backed by global investors such as Sequoia, Warburg Pincus, EDBI and Founders Fund – renowned backers of industry-shaking innovators.

About This Role

We are looking for a Customer Happiness Manager who can independently manage special projects whilst overseeing the customer service operations for our Australia Markets. To be successful, you need to have a 'we-mindset' ready to work on cross-functional and collaborative projects which are geared toward operational excellence and innovation.

Your key objectives will be to:

• Be meticulous, strategic, and has a passion for customer happiness and satisfaction. 
• Establish internal policies aligned with external policies, standards, processes, and templates for working with vendors.
• Work closely with the BPO Partners and inhouse team to meet the OKRs and Ensure there are clear metrics across all key performance indicators (KPIs) to ensure strong performance management.
• Optimize contract, resources, performance, relationship and risk management processes.
• Ensure contracts are executed after appropriate due diligence; are performed with regular and appropriate ongoing monitoring and that all activities during the vendor life cycle are managed accurately, consistently and professionally.
• Be the main point of contact for any vendor related questions and issues.
• Manage the relationship with the business and the vendor. Ensures vendor performance to ensure standards are being met, if vendor is not meeting expectation, work with business owner to remediate or replace the vendor.
• Foster a good working relationship with the leaders within the organization and promotes cooperation and commitment within a team to achieve goals and deliverable
• Work directly with “Lead Regional Customer Happiness operations” on strategic planning, providing thoughtful and innovative insight on improvements
• Perform ad-hoc tasks as needed.
• Meet Customers and government officials in relation to any Customer Complaints. 

Job Requirements

• 5+ years in Team Management in a Customer Care, BPO, Contact Centre environment leading operations.
• Willing to supervise our BPO partner based in Ortigas at least 3x a week. For the rest of the week, the position can work from home. 
• Demonstrated knowledge and skills in all phases of operations including planning, forecasting, Q&Q and training etc
• Must also have a good working knowledge of how WFM works
• Strong analytical abilities, critical thinker and decision-maker, clear communicator, aptitude for negotiation and rational persuasion, calm under pressure
• Highly motivated, creative and a self-starter, able to excel with minimal supervision, well-developed interpersonal and organizational skills; detail-oriented.
• Amenable to shifting and weekend schedules and ability to work outside of normal working hours when required.
• Able to work on multiple competing priorities in a demanding environment.  
• Highly proficient in Microsoft Office – Excel, Access, PowerPoint