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