Head of Customer Service
Circles Life
Taiwan
6天前

About Us

Founded and grounded in Singapore, Circles.Life is the world’s first and most successful digital telco.

Our mission : to re-imagine mobile experiences for the digital consumer, and disrupt the global multi-trillion-dollar telco industry.

Through our proprietary operating platform built entirely in the cloud, we are re-imagining the way telcos operate; winning in domestic market share with our best-

in-class customer experience; and gearing up to launch in markets ripe for change across Asia.

This is where you come in.

Job Description :

Circles.Life is looking for a Country Customer Happiness Lead (Head of Customer Service) who is meticulous, strategic and have a passion for customer service and satisfaction.

He / she will be based in our Taipei office.

As a key member of our team, your responsibilities include but not limited to :

  • Deploy strategies and tactics to drive improvements in Customer Experience & Customer Satisfaction to ensure KPIs are continuously met by proactively managing performance
  • Train, coach and manage the growth of the Customer Service team by mentoring and developing staff to meet the needs of our customers and future business.
  • Manage and evaluate staff performance.
  • Creates and maintain staffing plan to support the current and future work demands and project deliverables
  • Foster a good working relationship with the leaders within the organization and promotes cooperation and commitment within a team to achieve goals and deliverables
  • Responsible for driving a culture of continuous improvement and to incorporate process improvement methodologies to achieve maximum operational efficiency.
  • Handle complex and escalated customer service issues and coordinate customer service projects and initiatives
  • Work directly with Head of Customer Happiness on strategic planning, providing thoughtful and innovative insight on improvements
  • Perform ad-hoc tasks as needed
  • The Ideal Candidate

  • Minimum of 7 - 10 years of experience as a Supervisory role in Customer Service, digital customer service experience will be highly valued
  • Digital customer service experience will be highly valued
  • Led a team of more than 25 direct and indirect reports
  • Proven track record in process improvement such as CSAT
  • Employee management experience needed & demonstrated teamwork and collaboration in a professional setting.
  • Knowledgeable on Customer Service KPIs
  • Prior knowledge of Lean / Six Sigma Principles a strong plus
  • Knowledge of financial indicators including forecasting and budgeting measures
  • Good cultural fit in a fast-paced startup environment
  • Willing to travel as & when required
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