Head of Customer Excellence at Zimplistic
Singapore City, SG
About the Role:
As the Head of Customer Excellence, you will work closely with the CEO on building a Customer Excellence program befitting of the business and its global business. You will, ideally, be a customer and data -centric enthusiast who understands how to obtain the ‘voice of the customer’ and can deliver brilliant customer service through best in class customer service tools and processes.
You have the critical role of leading a team to deliver all centrally-owned (common) customer service improvement and efficiency initiatives; as well as driving improvement in other parts of the business to resolve key ‘voice of the customer’ issues, to support our regional customer services operations.
You’ll not only have a great knowledge of customer service tools (CRM, social media, Help) but enjoy leading change initiatives, driven by your CS strategy, that resonate with colleagues, deliver the required customer experience to consumers, and meet your internal (customer-centric) KPI targets, that you team will measure weekly.
To be successful, you should have the following qualities:
Practical experience of customer service or customer experience improvement for a B2C hardware company
Demonstrable operational and KPI improvement to meet senior level targets in a global organisation
Experience managing and resolving customer services challenges in multiple, non-English speaking markets
Leadership / line management experience with experience of cross functional leadership
Strategy and Direction – Ability to see the big, long-range picture and establish compelling strategy and vision
Managing through People – Ability to engage and enable people to perform at their best
Delivering Results – Achieving key operational targets and setting stretching targets for self and team
Customer Orientation – Building and maintaining external and internal customer satisfaction with Perform products, services and expertise.