Assistant Director, Customer Experience

Key Responsibilities:

• Develop and execute the strategic vision and direction for the team, ensuring that customer and organisational service needs are met.
• Improve the customer service experience by creating engaging and effective processes, policies and standards, and establishing performances metrices for the team.
• Develop and implement methods to record, assess and analyse customer feedback and data, to build customer relationships and achieve excellence in customer experience, engagement and loyalty.
• Develop and execute initiatives, including assessing training needs and implementing programmes to build service culture and capability within PCF.
• Establish protocols and procedures relating to how PCF should relate to, engage and assist customers.
• Oversee and coordinate cross-functional resolutions for complex issues and concerns.
• Lead, mentor and motivate the customer service team.
• Keep ahead of industry developments, recommend updates and expansions to technology, equipment and policies that will lead to improvements in customer experience.
• Undertake any other adhoc duties or projects as assigned.

Job Holder Requirements:

• Experience: At least 12-15 years of working experience in customer service environment
• Other Knowledge / Skills / Attributes:
• Proven experience handling escalations and resolving issues independently.
• Strong leadership and people management skills; extensive experience of running operational customer service teams and call centres
• Able to multitask, perform highly unstructured tasks and work with teams of people both inside and across different business units.
• Able to interpret and analyse available data in order to recommend and develop improvement strategies
• Possess excellent written and oral English language and negotiation skills. Being effective bilingual in a second language would be an added advantage
• Proficiency in customer service software or CRM systems
• Possess a positive attitude, cheerful disposition and good interpersonal skills to work with different stakeholders from across the organisation
• Where required, be able to work occasionally after office hours and some weekends to support events or tight deadlines

Please send your resume to [email protected] indicating current and expected salary.

We regret that only shortlisted candidates will be notified.

Note: In compliance with Personal Data Protection guidelines, we do not require indication of your NRIC or Foreign Identification numbers in your CV/Job Application Form. Your CV and/or Job Application will be retained for a period of 1 year, and we will respectfully destroy these documents thereafter (in the event your job application is unsuccessful).