About the Company
Circles.Life is World’s first and most successful digital telco. We have a mission : to re-imagine the mobile experience for the digital consumer through our customer-
centric mobile platform and disrupt the multi-trillion dollar global telco industry.
We launched our services in Singapore in 2016 and have since gained market share quickly while delivering a best-in-class customer experience.
Currently, We are expanding our business into Taiwan and we are looking for passionate and driven individual to join us in this start up.
We have an opening for a Customer Happiness Country Lead who wants to gain valuable experience and exposure at a rapidly scaling telco startup in Taiwan.
The role will be based in our awesome Taipei office.
Do you want to get first-hand insights on how a rapidly scaling tech startup operate? - Do you enjoy working within an entrepreneurial environment, having the personal freedom to act, and be part of a fun, energetic team who are running at full speed to ignite a digital disruption in telecommunications?
If the answer is YES, read on to find out more about the role at Circles.Life
Job Description :
Circles.Life is looking for a Customer Happiness Country Lead 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
What’s on offer :
Circles.Life provides a great environment and platform for employees to build their career. In this role, you can expect :
Unique opportunity to be a part of innovating the telecommunications industry (Circles.Life is the only company of its kind in all of Asia!)
Once in a lifetime chance to help shape a brand from the ground up
Autonomy in the role and in managing your own portfolio
Exposure to the fast-paced world of high-tech start-ups
Attractive experience and compensation
Working with passionate, smart and driven colleagues in a vibrant environment
Requirements / Qualifications :
Minimum of 5 years of experience as a Supervisory role in Customer Service
Ability to be a self-starter and take ownership over assigned tasks and projects.
Quick decision-making skills and ability to solve problems
Ability to provide strong leadership - inspiring, engaging and motivating team to Be the best and adhere to all our company values
Strong analytical problem solving skills, detailed knowledge and high level of attention to detail
Proven track record in process improvement
Employee management experience needed & demonstrated teamwork and collaboration in a professional setting.
Prior knowledge of Lean / Six Sigma Principles a strong plus
Knowledge of financial indicators including forecasting and budgeting measures
Excellent communication and interpersonal skills with the ability to work with all levels. Excellent communication and presentation skills both verbal and written with ability to effectively communicate and partner with multiple levels of the organization
Willing to travel as & when required