Customer Experience Manager (Mandarin Speaker)

• Leading and managing the customer service team to provide prompt and efficient responses to customer feedback.
• Developing and implementing strategies to enhance customer satisfaction.
• Oversee frontline operational matters and defect management monitoring, reporting and recording, updating the common defect issues, progress and case closure status on monthly basis.
• Developing and implementing defect management policies and procedures to improve resolution timelines and customer satisfaction.
• Handling escalated defect-related concerns, complaints, and disputes to ensure effective resolution.
• Coordinating with relevant department to ensure seamless defect rectification and resolve disputes related to contracts, defects and delays.
• Monitoring and analyzing defect reports and customer feedback to improve defect handling efficiency and service quality.
• Training and mentoring customer service representatives on defect resolution procedures, communication, and professionalism.
• Maintaining strong relationships with customers, internal stakeholders, contractors, and suppliers to ensure smooth defect rectification processes.
• Implementing technology solutions such as defect management systems, CRM, and ticketing systems to streamline defect tracking and resolution.
• Managing emergency response procedures for critical defect issues that affect customer safety and product/service quality.
• Preparing and presenting reports on defect trends, resolutions, and improvements to superior.

Qualifications

• Bachelor's degree in Business Administration, Communication, or a related field.
• Minimum 7 years in Customer Services role.
• Strong decision making, Excellent communication skills, High adaptability and resilience in facing challenges.
• Strategic thinking & problem solving, Leadership, Adaptability & Emotional Intelligence.