Senior Manager, Customer Engagement

The incumbent will be responsible for managing the operations of hotlines, emails, walk-in customers, and live chat provided by in-house Customer Service team and external service providers. He/She will also lead a portfolio of customer service projects, including touchpoint upgrade and digitization. The successful candidate should be customer-focused, result-driven, and committed to elevating service quality and satisfaction.

**Critical Tasks and Expected Contributions / Results**

**Customer Service Management**

+ Lead the Customer Service team and allocate resources to efficiently execute service procedures, ensuring these practices are consistent with internal policies and prioritize customer needs.
+ Develop and roll out comprehensive tactics aimed at improving customer engagement, satisfaction, loyalty, and retention.
+ Assess referred complaints and handle escalation; monitor and guide corrective measures to reinforce a strong focus on the custome...