Head of Customer Experience (Thailand)

Bangkok, Thailand Full-time

As the first interaction and main point of communication with customers and sellers, you play an important role to build and upkeep Ninja Van’s image and reputation. You are expected to provide every customer and seller with an exception experience with the company by being empathetic, understanding their needs and problems and acting on it in an effective and efficient manner.

As a Head of Customer Experience, you’ll…

  • Manage, guide and grow the entire team from Call Center, Ticketing, Audit & Training and Social Media team to provide best-in-class service experience to both customers as well as the sellers
  • Develop, document and refine SOP, work-flows, best practices, work structure to increase efficiency and productivity of the team whilst maintaining alignment across the operations and key account management team
  • Responsible for day-to-day issues and complaints, manage escalation flow to other teams as well as recommend holistic solutions that yield net benefits in both short-term and long-term
  • Report, evaluate and provide insights and actionables on weekly and monthly KPIs and costs
  • Very inclined towards innovation and technology, familiar with the set-up and reporting use of various platforms such as Salesforce, Zendesk, Freshdesk, Call Operators, Facebook, etc

What we’re looking for…

  • More than 5 years of leadership experience in managing large-scale customer experience team or prior similar experience in high-growth startup will be a huge plus
  • Have a strong service and innovation mindset
  • Ability to catch concepts, embrace change and preferably able to relate operations reasonably well
  • Possess strong data analytical skills to do comprehensive staffing, budgeting and support business case
  • Hungry to learn and possess growth mindset to challenge the status quo  
  • Proficiency in English language is a must

Apply for this opening at http://ninjavan.recruiterbox.com/jobs/fk0jqpb?apply=true