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The role:
Comfort Works is looking for a passionate and experienced Customer Experience Manager to lead and elevate the customer journey across all touchpoints. You will oversee the customer service team, develop and execute customer experience strategies, and ensure high-quality service delivery that aligns with Comfort Works’ values and goals.
Key Responsibilities:
CUSTOMER EXPERIENCE MANAGEMENT:
Comfort Works is looking for a passionate and experienced Customer Experience Manager to lead and elevate the customer journey across all touchpoints. You will oversee the customer service team, develop and execute customer experience strategies, and ensure high-quality service delivery that aligns with Comfort Works’ values and goals.
Key Responsibilities:
CUSTOMER EXPERIENCE MANAGEMENT:
- Oversee the customer service team and the delivery of the entire journey to ensure high-quality service is delivered to customers Set a clear vision for the transparency of the customer experience journey
for the company - Develop, align and execute customer experience strategies with the company's overall objectives and goals
- Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
- Conduct market research and analyse customer data to identify trends and opportunities for growth and improvement
- Develop and implement customer service policies and procedures to ensure consistency and quality in customer interactions across the organisation.
- Keep up-to-date with industry trends and best practices in customer experience management
- Explore and develop new methods to automate CX processes and operational activity while maintaining customer experience in order to provide less reliance on human-agents
- Measure and manage customer data derived from customer interactions, satisfaction and feedback to improve key customer experience metrics
- Manage escalated customers’ cases, disputes and processing of refunds
- Monitor and manage ticket volume trends to identify and flag opportunities or issues for further action
- Monitor and manage public reviews, and conduct customer sentiment analysis for actionable insights
- Work closely with other departments, such as marketing and product development, to ensure that the customer experience is integrated across all areas of the business
- Act as advisor to the top management on customer experience related matters
HIRING & MANAGING PEOPLE:
- Examine pre-screened resumes and shortlist candidates for interview
- Serve as the primary interviewer during the interview process and make final hiring decisions, with Head of Operations’ approval
- Onboard and train new CX team members
- Oversee customer service teams to ensure they are delivering high-quality service to customers
- Coach and train subordinates on how to interact with customers and how to handle customer complaints or issues
- Act as mentor for high potential customer experience agents to elevate them to the next level of responsibility
- Monitor and manage the CX team’s performance, qualitatively and quantitatively
- Ensure every ticket is attended to according to target SLA
- Ensure the CX team complies with established CX SOPs and company policies.
- Encourage and enforce CW workplace culture and conduct among team members
- Moderate and lead CX Monthly meetings
Requirements:
- Proven experience in customer service or customer experience management, with a minimum of 2 years in a leadership role of more than 3 subordinates.
- At least 2 Years of experience with any form of email customer service platform (Gmail, Outlook, Gorgias, Zendesk, Freshdesk)
- Excellent written and verbal communication skills in English (with Mandarin a non-essential bonus).
- Strong understanding of customer experience metrics, processes, and best practices.
- Experience in developing and implementing customer service strategies.
- Experience with data-driven decision-making, including analysing customer data and market research.
The Company:
Comfort Works is a globally recognized E-commerce brand that manufactures custom sofa covers for furniture brands such as IKEA, Muji, Pottery Barn, West Elm, Crate and Barrel and many more.
After 10 years in the business and 1 million homes covered, we still maintain our customer first philosophy and our 5 star rating.
Perks and Benefits:
- Competitive Base Salary with attractive benefits package.
- Hybrid working arrangements (3 days in office, 2 days work-from-home).
- Strong career progression opportunities.
- Work in an environment that values trust and autonomy.
- Company Laptop.
- Parking Allowance & MRT near the office.
- Casual Working Environment with snacks and a swimming pool.
About Comfort Works:
Comfort Works aims to breathe new life into all of the world’s living space; we do it by creating beautiful, handmade slipcovers that rejuvenate old and tired sofas. Tens of thousands of customers around the globe use our slipcovers to amplify their delight towards their homes. It’s our mission not to just refresh their living space, but to make them fall back in love with it. If this mission speaks to you, join our team today.