Fluent in English & Mandarin (multilingual support a plus)
Minimum 5 years customer service experience with 3+ years in leadership
BPO or high-volume industry experience (e-commerce, banking, fitness)
Proficient in CRM tools (Zendesk, Salesforce, Freshdesk)
Strong leadership, communication and data analysis skills
Key Responsibilities:
Strategic Leadership:
Manage daily customer support operations and KPIs
Develop and improve service standards and workflows
Lead vendor management with BPO partners
Team Management:
Handle escalations and complex customer issues
Recruit, train and develop support team
Monitor performance metrics (CSAT, response times)
Operational Excellence:
Implement system upgrades (CRM, tracking tools)
Prepare performance reports and action plans