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Head of Customer Service

Job description

Key Responsibilities:

  • Define and communicate a clear vision for customer service excellence, aligned with the company's overall strategic objectives. Develop a comprehensive customer service strategy that encompasses all touchpoints and channels.
  • Lead and manage the customer service team. Provide strong leadership and guidance to the customer service team, ensuring a high level of performance, motivation, and engagement. Foster a customer-centric culture and promote teamwork and collaboration.
  • Collaborate cross-functionally and work closely with stakeholders from other departments such as Sales, Marketing, and Operations to align customer service initiatives with overall business objectives. Collaborate on product/service enhancements, customer communications, and complaint resolution.
  • Continuously review and optimize customer service processes to ensure efficiency and effectiveness. Implement best practices and innovative solutions to enhance the overall customer experience, streamline operations and improve customer service delivery.
  • Oversee the resolution of complex customer issues and escalations. Ensure timely and satisfactory resolution while maintaining a high level of professionalism and customer-centricity.
  • Monitor and report on customer service performance. Develop and implement key performance indicators (KPIs) to measure and monitor customer service performance. Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and improvement opportunities.

Qualifications and Skills:

  • Bachelor's degree in Business Administration, Marketing, Corporate Communication or related discipline.
  • A minimum of 10 years of relevant experience in customer service and call center operation gained from sizable organization with large customer base such as retail bank, mass retailer, insurance and telecommunication company.
  • Prior experience in a leadership role managing a sizable customer service team is required.
  • Proven track record of developing and implementing customer service strategies that drive customer satisfaction and achieve business objectives.
  • Strong business acumen with the ability to communicate effectively with business stakeholders and cross functional teams.
  • Strong problem-solving skills and the ability to handle customer escalations and complaints with empathy and professionalism.
  • Analytical mindset with the ability to leverage data and metrics to drive decision-making and continuous improvement.
  • Proficiency in English and Chinese (Cantonese and Mandarin) is required.

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