Our prestigious global consumer goods client is seeking an experienced Head of Customer Service to lead their call center and service center operations. In this high-impact role, you will be responsible for driving exceptional customer experiences, optimizing operational efficiency, and growing the brand's service-driven revenue.

Client Details

Our client is one of the world's most valuable and recognized consumer brands, renowned for its innovative products, industry-leading technologies, and commitment to quality and reliability. With a strong global footprint, the company continues to invest heavily in research and development to maintain its position as a market leader.

Description

The Head of Customer Service will report directly to General Manager of their Hong Kong office. You will manage the call center and service center operations, including cost optimization. You will also plan and implement strategic customer service initiatives to generate revenue. Enhancing customer experiences by prioritizing demand, evaluating team performance, and driving continuous improvements will be a key focus. You will own customer issues and communicate product enhancement opportunities to relevant stakeholders. Ensuring exceptional customer service that consistently exceeds expectations is a top priority. You will assist outsourcing partners in resolving complex escalated customer cases, identify and eliminate obstacles, and escalate unresolved issues as needed. Providing inspiring leadership, coaching, and mentoring to empower the team will be an important aspect of this role.

Profile

To be successful in this Head of Customer Service position, candidates must possess a minimum of 10 years of customer service leadership experience, including at least 3-5 years in a managerial role. The ideal candidate will have a proven track record of driving operational excellence and delivering exceptional customer experiences. They must demonstrate excellent problem-solving, decision-making, and multitasking abilities to thrive in this fast-paced, dynamic environment. Outstanding communication and interpersonal skills are essential, as is proficiency in Cantonese, English, and Mandarin languages.

Job Offer

This is an exceptional opportunity to join a dynamic, global consumer goods leader as a customer service executive. If you're a strategic, customer-centric professional with a passion for operational excellence, we encourage you to apply.

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Sherman Sung on +852 3412 4855