Customer Experience Manager

Location: Taipei, Taiwan
Job Type: Permanent
Reference: 40782_1557380495
Sector: Corporate Affairs

1. Lead multilingual customer contact center operations in the country
2. Work with customer experience management team to strategize and align customer service positioning and develop metrics and mechanism to continuously enhance service standards
3. Develop and implement operational procedures and training programs in view of company's fast-expanding product portfolio covering multiple continents and travel categories such as attractions, transportation, and tours.
4. Build and improve mechanisms such as service level standards, compensation policies, quality assurance and metrics measuring customer satisfaction and manpower efficiency
5. Lead strategic projects such as IT infrastructure setup and outsourcing


Criteria:

1. At least 5 years of experience in consumer-facing contact center operations with a team over 30 staffs
2. Experience of managing a large, multicultural operations team
3. Fluent spoken and written English and Chinese
4. Bachelor's degree or above, prefer from hospitality or leisure background
5. A start-up attitude - highly collaborative with an entrepreneurial, roll-up-your sleeves attitude
6. Globally-minded and comfortable working with people from different cultural background and in different time zones