Job Description
The Head of Customer Service performs an exciting role that sits at the very heart of serving our customers through the yuu platform and delivering on our key value of putting our customers first always. This role is responsible for driving an outstanding customer service experience through all customer service channels and to support and enhance the objectives of yuu, whilst delivering this is in the most cost-efficient manner.
Roles and Responsibilities:
- Develops a yuu customer service strategy across multiple geographies
- Executes the strategy with the customer service team, including overseeing all aspects of yuu’s customer service objectives and initiatives
- Developing and driving the vision for consistency in our customer service standards across multiple geographies
- Develops global leading service level standards on key response metrics and customer satisfaction
- Stays abreast of key customer service trends and technologies and reflects these in the plan accordingly
- Implements systems to capture and report on service metrics, leveraging customer feedback or trends for product or service issues
- Works cross functionally to address the root causes to improve our overall customer experience
- Aligns customer service activities and initiatives to support and enhance the objectives of yuu and continually reviews the operating framework and costs to ensure we have a best-in-class customer service operation
Requirements
- Experience in leading customer service for a leading e-commerce business.
- Flexible and collaborative approach, with an ability to thrive in ambiguity and enjoy a fast-paced and dynamic environment
- Be able to demonstrate extensive experience of senior level influencing and relationship management across a range of stakeholders and partners
- Experience of managing and improving operations through process, IT and people-based change
- Strong leadership, management, and interpersonal skills
- Strong operational management skills amp; experience
- Industry awareness: Customer Call Centre Service, e-commerce, loyalty, services
- Strong verbal and written communication skills in English and Traditional Chinese
Benefits
- Fixed Guaranteed Bonus
- Performance Bonus
- Basic salary
- Annual Leave
- Staff Discount