【Client Description】
One of the leading manufacturer of home appliances in the sector worldwide.
【Candidate Profile】
- 5–8+ years of experience in customer service operations, preferably in consumer-facing industries (B2C).
- Proven experience supporting high-level management in executing transformation or strategic initiatives.
- Strong hands-on execution capability and problem-solving mindset.
- Experience in digital tools, system implementation, or workflow optimization is a plus.
- Good communication skills; able to participate in English meetings with intermediate proficiency.
- Strong consumer-oriented mindset and ability to handle escalated customer issues.
【Responsibilities】
- Lead daily customer service operations across frontline technicians and support teams, ensuring service quality, KPI achievement, and timely issue resolution.
- Execute strategic initiatives and transformation projects assigned by the CS Head, converting high-level directions into actionable operational plans.
- Drive digital adoption and process optimization to enhance efficiency, service consistency, and consumer experience.
- Coach, supervise, and develop a team of service staff to strengthen capabilities and build a customer-centric culture.
- Support B2C service experience improvement, including value-added service programs, complaint handling, and alignment with brand service standards.
- Collaborate with cross-functional teams and manage 3rd party service providers to maintain service performance, responsiveness, and NPS targets.
