Department Manager - Customer Experience Supporting

We are looking for candidate that will be responsible for improving the overall journey of Customer Experience (CX) from managing agent training, working process planning and optimizing. We are looking forward to a team member that has the same value of improving customer experience, being active and energetic.

Role & Responsibilities:

1) Service Capability Development

• Design and continuously enhance training programs to develop a high-performing service workforce
• Equip teams with strong product knowledge, customer engagement skills, and a customer-centric mindset

2) Knowledge Management Excellence

• Own and develop a robust knowledge management framework, including agent playbooks and support materials
• Ensure frontline teams have access to accurate, up-to-date, and actionable information

3) Operational Governance & SOP Optimization