About This Role
This leadership role combines customer experience management with technical operations oversight, leading the customer service operations team to streamline service workflows and drive operational excellence across Asia. It suits a candidate with strong project management skills, team coaching experience, and a proven ability to manage high-priority customer escalations while optimizing resource allocation.
Responsibilities
- Lead, mentor, and train the customer service operations team to enhance performance, service delivery, and customer handling skills
- Manage regional customer service operations across Asia, aligning resource planning with budget targets and customer experience (CX) standards
- Serve as the main point of escalation for high-priority customer complaints, feedback, and complex operational issues
- Develop and implement streamlined operational processes and workflows to eliminate bottlenecks and speed up service delivery time
- Standardize best practices for customer inquiries, request handling, and service operations
- Oversee project schedules, allocate operational resources efficiently, and monitor project execution progress
- Enforce strict compliance with regional safety standards, industry regulations, and internal policies
- Oversee the installation, troubleshooting, and maintenance of technical and electrical systems to maximize operational efficiency
- Proactively resolve technical bottlenecks and system failures to prevent project delays and downtime
- Work closely with Sales, Marketing, Product Management, and external vendors to ensure cohesive service delivery and project completion
- Prepare regular project status reports, performance tracking metrics, and documentation for senior management
Requirements
- Bachelor’s Degree in Business, Project Management, Engineering, or a related field
- 5+ years of experience in Customer Service Operations, Service Operations Management, or Customer Success, with at least 2 years in a direct team leadership role
- Knowledge of electrical systems, equipment installation, or technical maintenance processes
- Proficient in project management tools, resource allocation, and department budgeting
- Strong organizational leadership, problem-solving abilities, and excellent stakeholder communication skills
