Job Summary

We are seeking a highly motivated Customer Service & Experience Manager to lead and enhance our customer service operations, ensuring an exceptional customer experience through operational excellence and training delivery. This role is responsible for optimizing service processes, implementing best practices, and developing a high-performing customer service team through structured training programs. 

Key Responsibilities

• Develop and implement customer service strategies, policies, and procedures to drive efficiency and service quality.
• Monitor key performance indicators (KPIs) to assess service effectiveness and identify areas for improvement.
• Design, develop, and deliver training programs to improve the skills and performance of customer service representatives.
• Utilize data-driven insights to tailor training programs that address performance gaps and enhance customer interactions.
• Analyze customer feedback, surveys, and complaint trends to identify opportunities for service improvements.
• Implement customer journey mapping to understand and optimize every touchpoint in the service experience.

Qualifications & Skills

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Minimum 8 years of experience in customer service management, training, or operations.
• Strong leadership and people management skills, with proven experience in designing and delivering training programs.
• Excellent problem-solving abilities and a data-driven approach to decision-making.
• Strong communication (both in Chinese and English) and interpersonal skills to engage with internal stakeholders and customers.

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