Job Description:

  • Provide overall management and leadership of the Customer Service Team focused on an excellent end-to-end customer service
  • Initiate, monitor, and report performance metrics for all customer service areas to achieve qualitative and quantitative targets
  • Identify function / process gaps / operation gaps and implements process improvements
  • Advise policy that align with strategic direction and/or provide better service quality
  • Ensure customer service team follows company policies and guidelines
  • Design standard operating procedures to enhance the effectiveness of working process and improve customer experience
  • Lead customer service improvement projects through effective project management and leadership
  • Develop workforce management strategies and prepares a yearly headcount planning
  • Supervise daily operations and handles more complex customer issues
  • Create a unified customer service team through effective communication, team building, motivation and recognition program



  • Customer centric and customer service-oriented professional
  • Minimum 5 years of working experience in customer service area and/or Operations role
  • Excellent team management and communication skills
  • Strong analytical and problem solving skills
  • Strong delivery and execution in a fast-paced environment
  • Good time management skills and ability to multitask
  • Knowledge of operation management such as strategies, KPI, standard operating procedures
  • Ability to lead, supervise, and develop teams
  • Ability to initiate an advanced troubleshooting and proactively prepare workaround
  • Ability to demonstrate a high level of verbal and written English and proficient in Excel

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