ZEN Rooms
Country : Philippines
  • Full-time

Head of Customer Service (Manila)

ZEN Rooms, a hotel-booking platform, is the fastest growing Rocket Internet-backed venture in South East Asia. Founded in 2016, ZEN Rooms is the leading chain of value hotels in South East Asia.

Rocket Internet’s mission is to become the world's largest internet incubator. Rocket Internet started in 2007 and now operates over 100 ventures across 110 countries with 35,000 employees worldwide. Rocket Internet builds proven internet business models and transfers them to new or emerging markets in order to scale them to market-leading online companies. Rocket Internet is focused on online business models that satisfy basic consumer needs across four main sectors: e-commerce, online marketplaces, travel and financial technology.

Come work for one of our newest ventures - ZEN Rooms! ZEN Rooms is a leading hotel accommodation provider across Asia (Indonesia, Singapore, Thailand, Brazil, Sri Lanka, Philippines, Hong Kong, and Malaysia). It is an audited quality budget hotel accommodation network and is one of the most innovative and fastest growing company in the Rocket Internet group of companies

ZEN Rooms Customer Excellence Division – customer satisfaction is our number one priority and all our work Is built around it to deliver best experience to our clients. Our focus is to make sure every customer has a great experience, every time they interact or transact with us.

Join us to build a top-class customer experience division from day 1. Unleash your entrepreneurial spirit in this high-exposure and critical position that will boost your skills to the next level. 

Responsibilities

POSITION DESCRIPTION

We are looking for a self-driven individual to fulfil the role of Global Head of Customer Experience. The role requires a high degree of customer service, professionalism, ability to work in a fast paced evolving environment with all its challenges and opportunities. You will lead the strategic management and the successful operational delivery of the Global Customer Support team (located in Manila). Our employees across the globe all share the same philosophy of working hard, having fun and being part of one cohesive team.

 

RESPONSIBILITIES

  • Recruit, lead, motivate and develop global customer support team to deliver best service to our clients, top quartile performance and customer satisfaction.
  • Develop and execute the appropriate and robust policies and operational practices to deliver an effective case management and excellent customer support.
  • Constantly monitor customer feedback and impact of new and existing initiatives on services and customer satisfaction.  Utilise the feedback to review and improve services for the future.
  • Track, analyze and report on customer service metrics.
  • Work closely with other teams to identify the roots of potential problems and develop sustainable solutions. 
  • Provide thought leadership, strategic insight, and clear communication (written and verbal) to the team on strategy

Requirements

  • Fluent English
  • At least 3 year(s) of senior leadership and management experience
  • Proven track record of delivering high levels of performance, sustained customer satisfaction and consistently achieving business goals
  • Excellent knowledge of Microsoft Office and ability to maximise use of new technologies for you and your team.
  • Able to demonstrate company Behavioural competencies and Leadership and Management standards.

Total applicants :21 Job posted 3 months ago Total Views : 288 Unique Views : 285 Today Views : 4


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