Head of Customer Experience

We’re on the lookout for an ambitious self-starter and inspirational leader to join us as Head of Customer Experience.

Responsibilities

• Oversees overall chat function on online channels ranging from eCommerce platforms like Lazada and Shopee to brand.com and social commerce platforms such as TikTok.
• Focus on ensuring best-in-class customer experience while meeting performance-related KPIs (e.g. Chat Response Time, Chat Response Rate).
• Manages daily QC and QA activities on chat responses, product ratings and store / seller ratings to ensure customer service agents are providing a high quality of service to end consumers.
• Build and manage a team of customer experience agents at all stages from recruitment, interviewing, onboarding and performance management.
• Spearhead any new internal and / or regional initiatives.
• Serve as one of the OTP PICs for big campaign seasons (11.11, 12.12, etc).
• Backup stand-in for the customer experience team.
• Sets up and enforces daily and operational SLAs.
• Lead the daily update process of each brand's FAQs spreadsheet to ensure quality in every official answer of the customer experience agent to the customers.
• Work closely with the Business Intelligence team in managing the chat traffic dashboard and be a SPOC (Single Point of Contact) related to customer experience data.
• Lead and strategise on outbound chat and / or outbound calling initiatives.
• Supporting Regional CX in executing and implementing Regional projects locally.
• Handle and / or monitor cross-country or multiple countries CX teams, if needed.
• Develop and deliver structured CX performance reports to internal / external stakeholders.
• Conduct regular analysis for team / brand / store chat performance to identify any process improvements.
• Any chat-related tasks which isn't mentioned above.

Who we look for – the ideal profile :

Seniority level

Employment type

Job function

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