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Head of Customer Service and Experience, FSI Background, 80K

  • Location: Bangkok
  • Salary: Negotiable per month
  • Job Type:Permanent

Posted 22 days ago

Primary Responsibilities:

  • Formulate and put into practice customer service protocols, processes, and benchmarks to ensure uniformity and excellence across all customer interaction channels.
  • Define performance standards for service and oversee performance metrics to ensure the team meets or surpasses customer anticipations.
  • Create and execute strategies to enhance customer contentment, uphold loyalty, and boost retention.
  • Foster and nurture positive associations with internal stakeholders to align customer service endeavors with overarching business goals.
  • Assess customer input and leverage insights to drive ongoing enhancements in service provision.
  • Construct and uphold reports and visually informative displays for customer service, tracking progress relative to vital indicators.
  • Collaborate harmoniously with other divisions, like sales, marketing, and operations, to guarantee a seamless customer journey across all contact points.
  • Remain well-versed in the latest industry norms and emerging technologies to maintain the team's competitive edge and innovative approach to customer service.


  • Possession of a Bachelor's degree in Business Administration, Marketing, or a related field.
  • A minimum of 5 years' involvement in customer service or a correlated sphere, with no less than 3 years in a leadership capacity.
  • Profound comprehension of prime customer service practices, encompassing proficiency in customer experience, mapping customer journeys, and managing customer feedback.
  • Established leadership capabilities, demonstrated through experience in supervising and nurturing a team of customer service representatives.
  • Exceptional communication proficiencies, including the aptitude to interact adeptly with internal stakeholders and external clientele.
  • Robust analytical abilities, facilitating the examination of customer information and insights to guide decision-making.
  • Familiarity with customer service technologies and platforms, such as CRM software and help desk solutions.
  • Effective organizational adeptness, managing concurrent tasks and projects proficiently.
  • A customer-centric outlook accompanied by an enthusiasm for delivering unparalleled customer service.

Argyll Scott Asia is acting as an Employment Agency in relation to this vacancy.