summary

hong kong
HK$75,000 - HK$100,000 per month, year-end bonus
permanent
full-time

job category
administrative & support services

job details

about the company.

We're currently partnering with a fast-growing eCommerce organization within the consumer sector in finding a newly created APAC Head of Customer Service.
...

The individual will be responsible in leading a cross-country team of 10+ in developing and executing customer experience/service strategies to ensure a customer-centric mindset whilst ensuring a consistent service delivery across all touch points. Additionally, the individual will also take part in implementing AI and automation tools into the touch points of the customer experience journey.

about the job.

Define, lead and execute the end-to-end customer service/experience strategy at all possible touch points to ensure high customer service level to drive customer onboarding, retention and brand awareness/presence
Manage, train and upskill the customer service team to ensure high quality and consistency across the region
Strengthen capabilities by developing best practices across different areas including training frameworks, process and dashboards, metrics, funnels, contents, customer communication
Partner with internal and external stakeholders to implement AI and automation tools across the customer experience journey eg. self-service experiences, chat bots, personalized online journey
Ensure customer experience is aligned at all touch points with the brand's direction
Implement feedback and evaluation system to drive continuous improvement in the customer journey
Be able to consistently deliver a customer-first approach within the organization

skills & experiences required.

Degree holder
Minimum 8 years of experience in customer service/experience, preferably direct-to-consumer sector
Minimum 3 years in a leadership position managing a sizeable team, preferably with cross-country exposure
Experience in upskilling the customer service team (in-house, offshore and/or hybrid model)
Hands-on experience in implementing technology into the customer experience journey
Customer-centric mindset in driving excellence customer service
Strong communication and interpersonal skills
Strong analytical skills, project management and well-organized

Interested candidates, please send updated resume to Tommy Wong at tommy.wong@randstad.com.hk

about the company.

We're currently partnering with a fast-growing eCommerce organization within the consumer sector in finding a newly created APAC Head of Customer Service.

The individual will be responsible in leading a cross-country team of 10+ in developing and executing customer experience/service strategies to ensure a customer-centric mindset whilst ensuring a consistent service delivery across all touch points. Additionally, the individual will also take part in implementing AI and automation tools into the touch points of the customer experience journey.
...

about the job.

Define, lead and execute the end-to-end customer service/experience strategy at all possible touch points to ensure high customer service level to drive customer onboarding, retention and brand awareness/presence
Manage, train and upskill the customer service team to ensure high quality and consistency across the region
Strengthen capabilities by developing best practices across different areas including training frameworks, process and dashboards, metrics, funnels, contents, customer communication
Partner with internal and external stakeholders to implement AI and automation tools across the customer experience journey eg. self-service experiences, chat bots, personalized online journey
Ensure customer experience is aligned at all touch points with the brand's direction
Implement feedback and evaluation system to drive continuous improvement in the customer journey
Be able to consistently deliver a customer-first approach within the organization

skills & experiences required.

Degree holder
Minimum 8 years of experience in customer service/experience, preferably direct-to-consumer sector
Minimum 3 years in a leadership position managing a sizeable team, preferably with cross-country exposure
Experience in upskilling the customer service team (in-house, offshore and/or hybrid model)
Hands-on experience in implementing technology into the customer experience journey
Customer-centric mindset in driving excellence customer service
Strong communication and interpersonal skills
Strong analytical skills, project management and well-organized

Interested candidates, please send updated resume to Tommy Wong at tommy.wong@randstad.com.hk

experience
10 years
skills
customer service, customer experience, CS, CX, call centre, director, leadership, customer success, training, people management, journey, technology, chatbots,
qualifications
no additional qualifications required
education
Bachelor Degree

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