Head of Customer Service

My client is a large-scale engineering company. They are currently looking for a Head of Customer Service for their call centre.

Job Responsibilities:

Customer Service Oversight:

• Lead and manage the Customer Service team within the Call Centre, ensuring high standards of responsiveness, professionalism, and customer satisfaction.
• Implement service-level metrics and continuous improvement initiatives to enhance customer experience and operational efficiency.

Financial Management & P&L Accountability:

• Own the full P&L for the Call Centre, including budgeting, forecasting, cost control, and revenue optimization.
• Analyze financial performance regularly and implement strategies to improve profitability and operational sustainability

Leadership & Strategy: Align local strategies with regional/global goals; lead high-performing teams; foster accountability, ownership, and inclusion.

Business Growth: Create short/long-term plans for profitable growth; track market trends; drive recurring revenue and client satisfaction.

Customer Focus: Promote customer-first culture; ensure safe, innovative solutions; tailor marketing/sales; build key partnerships.

Stakeholder Alignment: Collaborate globally; represent business in cross-functional forums.

Team Development: Identify talent needs; develop diverse leaders; promote integrity, collaboration, and succession planning.

Operational Excellence: Ensure regulatory compliance; use KPIs/data for performance reviews and decisions.

Safety & Ethics: Champion safety-first and ethical standards per company policies.

Qualifications:

• Bachelor's in Business/Engineering (MBA preferred).
• Proven P&L management, growth, people management and cross-functional team leadership.
  
  

Key Skills:

• Proactive, results-driven decision-making
• Team-building and relationship cultivation
• Clear, adaptive communication
• Strategic commercial acumen
• Data-driven analytics
• Inclusive and change leadership
• Continuous process improvement
  
  

To apply online please click the 'Apply' button below.
For a confidential discussion about this role please contact Heibe Chan via Heibe.Chan@robertwalters.com.hk.