about the company
Our client is a fast growing organisation within the technology industry with operations across Asia and U.S. Due to business expansion and strategic direction, the team is looking for a Global Head of Customer Service to be based in Singapore to manage their customer service teams in various markets globally.
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about the job
Design, implement and execute a global customer service system to support customers across all market and develop top-of-class service strategies to ensure customer success
Build and lead global customer service teams; driving a high performance culture, working closely with HR on talent development and succession planning, hiring strong talent for all key positions
Continuously optimize workflows and service standards to ensure business efficiency; setting up data frameworks and monitoring systems to track key performance indicators (KPIs) and feedback, enhance overall customer service and experience
Collaborate with product and technology teams to review data, ensuring high quality customer service systems, excellent user experiences and consistent product improvements
skills and experience required
Minimum 10 years experience in customer service and managing large teams on a regional / global scale
- Leadership experience within the internet, e-commerce or gaming sector is an advantage
Proven track record in driving a high performance culture and building teams across markets, driving operations and processes with a solid understanding of internet product operations
A strong customer-first mindset, with a sharp awareness of user needs and a passion for elevating the customer experience through innovative service models.
Prior experience in global or regional leadership roles within call centres or international customer service environments preferred
Possesses strategic thinking, proactive approach to problem-solving, able to work with minimum supervision and enjoys scaling businesses
To apply online please use the 'apply' function, alternatively you may contact Bernie Chng, Associate Director - Human Resources and Business Support.
(EA: 94C3609/ R1441391)