Customer Service Country Lead

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

Requirements

● 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.

Salary

1M ~ 3M TWD/year

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Circles.Life

台北市信義區信義路五段

About us

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 best-in-class customer experience. Currently, Circles.Life beats all other telcos on metrics like NPS, subscriber growth, average data used per subscriber and overall customer satisfaction. Circles.Life 是全球第一間也是目前最成功的數位通訊公司。我們致力於改變傳統對於電信通訊的想法以及經驗,藉由整合以及利用網路雲端數據提供全新的通訊平台,讓消費者對於電信有新的一層體驗。 於2016年成立於新加坡,因提供了最好且最專業的客戶體驗服務,讓Circles.Life在短時間內快速成長。在新加坡已打敗許多經營多年的傳統電信,且用戶持續增長中。 Circles.Life已完成最新一次的募資,將於2019年拓展版圖至澳洲,台灣,以及印尼。期待能有更多充滿幹勁的夥伴能加入這個極具潛力的產業。

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