head of Service experienceTruphone

Here at Truphone, we focus on providing the best customer experience possible across a wide range of products and services. The Manila office serves as a Shared Services Unit within the company, acting as a hub for various global day-to-day operating processes, and the key office for the company's customer service operation.
The Global Head of Service Experience is a key leadership role in Truphone and in the Manila office that ensures Truphone continues to deliver award-winning post-sales customer service. The role also occupies the top leadership role in the Manila office, providing support to the local teams with respect to day-to-day operation and value creation initiatives, ensuring everything is on-brand, integrated, relevant and effective, and the team members are highly engaged. The Global Head of Service Experience develops and aligns growth strategies to the global direction, and facilitates the execution of the said strategies with respect to local office operation and improvement of clients' experience of the company's post-sale services. The Global Head of Service Experience also contributes to revenue growth through enabling customer retention and satisfaction, all by working closely with teams from other offices around the world.
Requirements
Do you know to raise the bar of how customer service is done, breaking past our already award-winning levels? Do you find fulfillment seeing the levels of engagement of the team members increase and making sure we serve them just as well as our customers, if not better? Is elevating the capability of the office in delivering services to the rest of the company as a shared-service unit something that keeps you up at night? Do you enjoy working collaboratively with an awesome set of colleagues whilst facing these said challenges plus looking how we can incorporating what we are about as an organisation in the office on a day-to-day basis? Then this is going to be exciting for you. Here are some qualifications for the role:
Relevant educational degree
Minimum of 10 years proven experience in high-level management of a customer service operation, preferrably with experience in a general manager capacity
Exposure to global organisations, technology and/or telecom companies
Highly organised, analytic, strong disposition towards people and process excellence with a strong results orientation.
Strong communicator and excellent command of English
Self-managing and self-motivated, resilient, creative, balanced and a fast learner and worker, with the ability to think strategically and translate these to measureable goals and deliverables
Highly collaborative, able to create strong and productive internal partnerships
Has a good understanding of the BPO and CS landscape in PH and in other markets, as well as existing and emerging best practices
Benefits
Competetive salary awaits the successful candidate, along with attractive long-term benefits, medical cover that includes dependents, life cover, parking, bonuses, and provision of mobile phone with mobile services.
Truphone

Pasig City, Metro Manila
Permanent
Full-time