Lead the Customer Relationship Management, including contact center, customer service, complaint handling, and customer communication to ensure effectiveness, efficiency, and customer-centricity
Job Summary
Lead the Customer Relationship Management, including contact center, customer service, complaint handling, and customer communication to ensure effectiveness, efficiency, and customer-centricity.
Improve customer service quality by studying, evaluating, and re-designing processes, establishing and communicating service metrics, and monitoring results.
Develop the communication plan for Customers and lead the execution to ensure excellent customer experience and customer engagement.
Matching Summary
Lead the Customer Relationship Management, including contact center, customer service, complaint handling, and customer communication to ensure effectiveness, efficiency, and customer-centricity.
Skills & Requirements
Must-have
Customer service leadership
Contact center management
Complaint handling expertise
Customer experience improvement
KPI delivery (NPS/VOC)
Nice-to-have
Proactive and creative disposition
Analytical/numerical mind-set
Team-oriented approach
Positive thinking
Key Requirements
10+ years experience in Customer Service/Call centre/Complaint handling