SEA Customer Service Operations Manager

Role Summary

We are seeking an experienced Customer Service Operations Manager to oversee end-to-end customer service operations across Southeast Asia. This role is responsible for KPI delivery, BPO team management, complaint risk control, and continuous process optimization to ensure service excellence and customer satisfaction in the fast-growing home appliance business.

Key Responsibilities

• KPI Delivery & Operations Management: Lead and monitor customer service KPIs (response time, connection rate, resolution rate, satisfaction, complaint rate). Ensure targets are met through goal setting, data review, and corrective actions.
• BPO Team Management: Manage outsourced customer service teams of 50+ members. Establish supplier evaluation and inspection mechanisms to balance service quality with operational cost.
• Complaint Risk Control: Handle escalated complaints, batch issues, and public sentiment risks. Collaborate with business teams for root cause analysis and corrective actions. Develop standardized SOPs to reduce complaint rates.
• Process Optimization: Adapt customer service processes to Southeast Asia's local context and home appliance after-sales characteristics. Continuously improve workflows, service standards, and scripts to enhance efficiency and user experience.
• Business Collaboration: Coordinate with cross-functional teams to share customer insights and operational data. Conduct regular reviews and implement optimization initiatives.

Job Qualifications

• Bachelor's degree or above.
• Minimum 3 years of customer service operations management experience, with expertise in KPI management, process optimization, and BPO outsourcing. Experience in home appliance customer service is preferred.
• Strong bilingual proficiency in English; capable of managing overseas teams effectively.
• Familiarity with end-to-end customer service operations, skilled in data review and system building.
• Strong adaptability, analytical thinking, and problem-solving skills.