Head of Customer Service

5 days ago

WorkFromHome, Hong Kong SAR China Rober Walters Hong Kong Full time

My client is a large-scale engineering company. They are currently looking for a Head of Customer Service for their call centre. Job Responsibilities Customer Service Oversight Lead and manage the Customer Service team within the Call Centre, ensuring high standards of responsiveness, professionalism, and customer satisfaction. Implement service‑level metrics and continuous improvement initiatives to enhance customer experience and operational efficiency. Own the full P&L for the Call Centre, including budgeting, forecasting, cost control, and revenue optimisation. Analyse financial performance regularly and implement strategies to improve profitability and operational sustainability. Leadership & Strategy Align local strategies with regional/global goals; lead high‑performing teams; foster accountability, ownership, and inclusion. Business Growth Create short/long‑term plans for profitable growth; track market trends; drive recurring revenue and client satisfaction. Customer Focus Promote customer‑first culture; ensure safe, innovative solutions; tailor marketing/sales; build key partnerships. Stakeholder Alignment Collaborate globally; represent business in cross‑functional forums. Team Development Identify talent needs; develop diverse leaders; promote integrity, collaboration, and succession planning. Operational Excellence Ensure regulatory compliance; use KPIs/data for performance reviews and decisions. Safety & Ethics Champion safety‑first and ethical standards per company policies. Qualifications Bachelor's in Business/Engineering (MBA preferred). Proven P&L management, growth, people management and cross‑functional team leadership. Key Skills Team‑building and relationship cultivation Clear, adaptive communication Strategic commercial acumen Data‑driven analytics Inclusive and change leadershipContinuous process improvement To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Heibe Chan via . About the job Contract Type: PermSpecialism: Construction, Property & EngineeringFocus: OthersIndustry: Call Centre and Customer ServiceWorkplace Type: HybridExperience Level: DirectorLocation: Hong Kong #J-18808-Ljbffr

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