About the Role
We are looking for an experienced and customer-focused professional to lead customer service operations across Southeast Asia (SEA). This role will be responsible for driving consistent service standards, strengthening the overall customer experience, and identifying opportunities to improve operational efficiency across markets. The successful candidate will work closely with regional and cross-functional stakeholders to deliver service excellence and build a strong customer-centric culture.
Responsibilities:
- Lead and oversee customer service operations across SEA, ensuring consistent service standards and an excellent customer experience across all markets.
- Analyse customer feedback, complaint trends, and operational data to identify improvement opportunities.
- Develop, review, and maintain customer service policies, SOPs, and knowledge resources to drive operational consistency.
- Support the implementation of new customer service systems, tools, and process improvement initiatives to enhance service delivery and operational efficiency.
- Manage complex customer complaints and escalations, ensuring timely investigation and resolution.
- Collaborate with cross-functional teams to address root causes and implement preventive measures.
- Lead, coach, and develop customer service teams across the region.
- Set performance expectations, conduct regular performance reviews, and identify training and development needs.
- Foster a customer-centric culture focused on continuous improvement and service excellence.
- Partner with Retail Operations, Central Operations, Supply Chain, Marketing and other internal stakeholders to improve the end-to-end customer journey.
- Prepare and present regular reports on customer service performance, customer insights, and key improvement initiatives to regional management.
Requirement:
- Bachelor's Degree in Business, Customer Service, Operations, or a related field.
- Minimum 5 years of customer service experience, including at least 2 years in a leadership role.
- Experience managing regional or multi-country customer service operations is preferred.
- Strong leadership, problem-solving, communication, and stakeholder management skills.
- Proficient in CRM systems and Microsoft Office applications.
What We Offer
This is an opportunity to take a strategic regional role in shaping customer service standards and practices across SEA. You will have the opportunity to work with diverse teams and functions, influence operational improvements, and contribute directly to delivering a seamless and customer-centric experience across multiple markets.
We are looking for someone who is a strong people leader, commercially minded, and passionate about continuous improvement and customer experience. If you are ready to make a regional impact and help build a high-performing customer service organisation, we would love to hear from you.
