Manager, Customer Operations (Services)

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.

Job Responsibilities :

You will play a pivotal role within our Customer Advocacy department, spearheading the Customer Operations (Services) Support team. This role involves overseeing day-to-day contact center operations and responsible for mapping the customer journey, managing customer feedback, and ensuring the successful resolution of escalated issues. The ideal candidate will be a strategic thinker with a hands-on approach to improving processes, enhancing customer experience, and leading a high-performing team.

Responsibilities:

• Collaborates with call center management team on day-to-day operations to provide quality service to customers and to achieve required operational KPIs, such as NPS, SLA, ABR and other productivity metrics
• Perform as strategic and operational lead between contact center and internal support organization
• Adheres to the companies “Best in Class” service model to increase NPS and customer satisfaction
• Supervises call center supervisors, team Leads and representatives who are answering customer inquiries via multiple support channels
• Ensures call center supervisors, team leads, and representatives are properly trained, in collaboration with Training and QA functions, when old products are upgraded, or new products are released
• Acts as point of contact for local/regional executive escalations for customer support and service as required
• Develops and evaluates personnel to ensure the efficient operation of the function
• Design and optimize the customer journey by identifying and implementing key touchpoints to improve customer experience
• Establishes and maintains internal CRM, KBA and/or LMS systems that provide answers to common questions and problems
• Develops and adheres to operations budget
• Reviews call center billing invoices for discrepancies
• Communicates with legal counsel and safety department to ensure all processes are compliant
• Other duties as assigned
   

Pre-Requisites :

• 5+ years of experience in managing call center support and customer service operations
• Capable in motivating and inspiring team members to prioritize customer needs and fostering an environment committed to constant improvement
• Experience with delegating responsibilities and managing/achieving results
• Experience with providing leadership and training to key personnel
• Advanced written and verbal communication skills
• Possession of key competencies, including conflict management, business negotiation, organization, and decision-making
• BA/BS degree in Business Administration or related field or equivalent experience
• Native English speaker. Fluent Mandarin speaking skill is a strong plus
• May require 10-15 % travel

Are you game?