AVP, Customer Experience
- Asia, Other AsiaPac
- Business Support, Business Support
- 31st October 2019
- Job Type
Our client is Asia's leading fashion retail business.
The AVP of Customer Experience is a critical business role in the digital division to lead in the setup, establishment, and management of customer experience team, partnerships, and outsourced partners to support customers with best in class customer experience.
Along with the operation team, you will develop customer experience solutions from ground up, including setup of the customer service team, establishing outsource partners, building customer first culture, identifying tools that is scalable to support business growth and increase in customer inquiries.
By partnering with internal stakeholders and external vendors, you will create frameworks on standard operating procedure (SOP), knowledge management (KM), feedback channels, so as to monitor and maintain up-to-date information for CS agents to follow through. You will manage the number of team member and outsource partners to deliver an expected service level to ensure customer satisfaction and good customer experience. Part of the business function, you will manage budgets on customer experience operation, customer refund & return, against customer NPS score.
- At least 8 years of experience in customer services preferably in Tech and retail ecommerce industry handling end customers (B2C) inquiries and supports.
- At least 4 years of experience in managing customer service team, including budgeting, staff & resource planning to achieve target SLA and customer satisfaction
- Experience in business process improvement
Interested candidates kindly send your CV to email@example.com or call Aji at +65 68007926 for a detailed chat on this role.
Reg No. R1442429, License No. 12C6031
Cobalt Consulting (Asia) Pte Limited | License No. 12C6031