The client is known for its success in entering the SEA market and for driving a strong brand and office culture. They achieved this building and running a superb website, suite of mobile apps, a complex logistical platform, a fleet of passionate drivers, and a robust global operation. The only thing faster than our deliveries is the growth rate of our company.
Reporting into the General Manager, we are looking for a Head of Customer Experience to manage its Customer Service and Operations team. As part of Senior Management, you will be supporting headquarters in rolling out gold-standard Customer Service Experience to consumers, riders and partners alike. You will have to manage an outsourced operation based in The Philippines with performance indicators such as customer satisfaction ratings, NPS targets and other related KPIs.
Working with senior stakeholders to design and roll out new processes as well as completing project work independently. You will be required to find innovative ways to solve problems as well as being able to distinguish between the cause of a problem and the symptom. You will be able to design and roll out a training programme for the members of the department. Ensuring that each member of staff receives the appropriate and subsequent follow up training. Finally, you will also become the subject matter expert and point of contact for systems used by the department
To be successful, you should have a love for creating top notch Customer Experience, ideally within an Ecommerce business environment. A penchant for solving service-level challenges and learning new things; an understanding of how a modern business operates and what makes the gears turn.
With interest, please write in with your resume to Abigail Lim at [email protected] referencing "AL3865".
Cogs Agency, Singapore | EA Licence No: 14C7093
Registration No: R1110425 (Lim Lay Geok (Lin Liyu))