APAC Head of Customer Service | eCommerce | consumer product

5 days ago

Hong Kong Island, Hong Kong SAR China Randstad Hong Kong Limited Full time

We’re currently partnering with a fast‑growing eCommerce organization within the consumer sector in finding a newly created APAC Head of Customer Service. The individual will lead a cross‑country team of 10+ in developing and executing customer experience/service strategies to ensure a customer‑centric mindset while maintaining consistent service delivery across all touch points. Additionally, they will implement AI and automation tools into the customer experience journey. Responsibilities Define, lead and execute the end‑to‑end customer service/experience strategy at all possible touch points to ensure high customer service level to drive customer onboarding, retention and brand awareness/presence Manage, train and upskill the customer service team to ensure high quality and consistency across the region Strengthen capabilities by developing best practices across different areas including training frameworks, process and dashboards, metrics, funnels, contents, customer communication Partner with internal and external stakeholders to implement AI and automation tools across the customer experience journey eg. self‑service experiences, chat bots, personalized online journey Ensure customer experience is aligned at all touch points with the brand’s direction Implement feedback and evaluation system to drive continuous improvement in the customer journey Be able to consistently deliver a customer‑first approach within the organization Qualifications Degree holder Minimum 8 years of experience in customer service/experience, preferably direct‑to‑consumer sector Minimum 3 years in a leadership position managing a sizeable team, preferably with cross‑country exposure Experience in upskilling the customer service team (in‑house, offshore and/or hybrid model) Hands‑on experience in implementing technology into the customer experience journey Customer‑centric mindset in driving excellence customer service Strong communication and interpersonal skills Strong analytical skills, project management and well‑organized Experience 10 years Skills customer service, customer experience, CS, CX, call centre, director, leadership, customer success, training, people management, journey, technology, chatbots, Qualifications (additional) no additional qualifications required Education Bachelor Degree Contact Interested candidates, please send updated resume to Tommy Wong at #J-18808-Ljbffr

  • APAC Head of Customer Service | eCommerce | consumer product

    5 days ago

    Hong Kong Island, Hong Kong SAR China Randstad Hong Kong Limited Full time

    APAC Head of Customer Service | eCommerce | consumer product About the company. We're currently partnering with a fast‑growing eCommerce organization within the consumer sector in finding a newly created APAC Head of Customer Service. The individual will be responsible in leading a cross‑country team of 10+ in developing and executing customer...

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