✦ About the Role
Our client is seeking an Asia Customer Experience Manager to lead and optimize customer service functions in sales, support, and overall experience within the designated market. This role involves developing strategies for enhanced satisfaction, loyalty, and retention. The successful candidate will work collaboratively with cross-functional teams, analyze feedback, and drive initiatives to ensure a seamless customer journey in the Asia region.
✦ Responsibilities
- Display strong team leadership skills from planning to execution.
- Recruit customer support teams in the Asia region.
- Identify potential problems with customer accounts and communicate with them to resolve issues, providing solutions that meet customer needs.
- Provide product information to customers and support during their purchase.
- Create positive and consistent customer experiences via Whatsapp/Line OA, social media, email, and other channels.
- Manage, develop, and implement operation strategies to create a positive customer experience.
- Manage and coach Customer Support teams in Asia, monitoring their performance.
- Ensure the smooth running of daily processes to meet Asia team goals and Global goals.
- Coordinate with the international Customer Support Team and Customer Sale to achieve Global Customer Experience team goals.
- Provide weekly and monthly performance reports.
✦ What You Need to Succeed:
- Excellent command of spoken and written English and Chinese/Japanese or any Asian language is advantageous.
- Will manage at least a group of 15 people in an inbound contact center setup.
- 3-4 years of working experience in people management in BPO or Contact Center.
- Ability to work on rotational shifts, including public holidays and weekends.
- Proficiency in call center equipment/software programs.
- Strong analytical/presentation skills.
- Ability to handle critical customer escalations with calm and respect.
- A desire to help others work towards targets and develop their skills.
- A strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes.
- Excellent personal and interpersonal skills to interact with various individuals, including strong partnerships with other stakeholders.
- Capable of managing escalated issues, multitasking efficiently, and effectively handling multiple projects with diverse timelines.
- Ability to work effectively in a cross-functional, fast-paced environment.
- Ability to work with international teams across different time zones.