Customer Care and Success Director - Singapore - V V TECHNOLOGY PTE. LTD.

V V TECHNOLOGY PTE. LTD. Singapore

1 day ago

Description

Roles & Responsibilities

Job Description:

· Design, execute, and continuously optimize company's Southeast Asia after-sales service operation strategy to ensure customer satisfaction and retention rates meet targets.

· Lead and manage after-sales operations team, including functions such as customer support, technical support, and customer success.

· Develop and maintain efficient customer support processes and standard operating procedures to ensure timely resolution and proper handling of customer issues.

· Develop and implement customer training plans to help customers in better understand and use of products, enhance customer satisfaction and product stickiness.

· Coordinate cross-departmental collaboration, closely collaborating with sales and product development teams to address customer issues and continuously improve products and services.

· Analyse customer feedback and data, identify problems and marketing opportunities, propose improvement suggestions and optimization plans.

· Manage the performance and resources of the after-sales operations team to ensure efficient operation and achievement of operational goals.

· Regularly report after-sales service operation status and customer feedback to the management, provide improvement suggestions and strategic planning.

Job Requirements:

· Bachelor's degree or above from a domestic university ranked 211 or above, or overseas institutions ranked in the top 200 by QS.

· Over 10 years of experience in relevant field, including after-sales service or customer success in overseas market of SaaS products.

· Excellent bilingual communication skills, fluent in both Chinese and English, capable of effectively communicating and resolving cross-cultural communication issues.

· Strong customer-oriented thinking and problem-solving abilities, capable of respond quickly to customer needs and providing high-quality solutions.

· Outstanding leadership and team management skills, able to motivate and guide teams to achieve performance goals effectively.

· Excellent analytical and problem-solving skills, capable of independent thinking and quickly addressing various challenges.

· Good resilience and teamwork spirit, able to maintain high efficiency and quality performance in a fast-paced and changing work environment.

· Strong business insights and market sensitivity, able to grasp market trends and customer needs, and provide effective suggestions for the company's business development.

Tell employers what skills you have

Strategic Planning
Management Skills
Leadership
Aftersales
Customer Support
Architects
Customer Care
Customer Success
Strategy
Team Management
SaaS
Communication Skills
Customer Satisfaction
Product Development
Business Development
Technical Support

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