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Customer Success Director - Asia

Job Title: Customer Success Director - Asia
Contract Type: Permanent
Location: Singapore
Industry:
TMC
OTA
GDS
Reference: JOB_000262[579]
Contact Name: Thomas Lim
Contact Email: thomas@acihr.com
Job Published: June 15, 2017 12:46

Job Description

Our client is a global solutions provider with an extensive array of cutting-edge e-commerce solutions on offer and brings the digital traveler to hotels’ doorstep.

They offer hoteliers tailor-made strategies and on-going expert advice, boosting their direct sales, improving their operating results and helping them get greater independence.

Responsibilities:

· Manage and lead the Company’s Customer Success Department for the Asia region.

· Provide help and advice to customer using our organization’s products and solutions.

· Communicate courteously with customers through all modes of communication.

· Investigate and solve customer’s problems, which may be complex or long-standing

· problems that have been passed or any major incidents.

· Handle customer complaints or any major incidents.

· Keep accurate records of discussion or correspondence with customers in Salesforce (CRM).

· Provide KPI on the region.

· Develop feedback or complaints procedures for customers to use.

· Develop customer service procedures, policies and standards for the company.

· Handle proactive communication with Key Accounts for the company.

· Participate in building the remote organization structure to gain in regional agility.

· Coordinate with other managers to discuss possible improvements to customer service.

· Be involved in staff recruitment and appraisals.

· Train staff to deliver a high standard of customer service.

· Learn about our organisation's products or services and keep up to date with changes.

· Keep ahead of developments in customer service by reading relevant journals, going to meeting and attending training courses.

· Identify and construct relevant training opportunity to improve the quality of staff service.

· Be responsible for all on-boarding products.

· Participate actively in reducing on-boarding time.

· Participate actively in reducing cases resolution time.

Requirements:

· At least 7 years of working experiences in equivalent industry sector

· Experience in multi-cultural, international organization

· Experience with Internet B2B company

· Experience in small or medium business environment

· Knowledge of the GDS, OTA environment will be an advantage

· Computer efficiency in Excel, MS Word, PowerPoint, salesforce.com, etc.

· Possess leadership skills

· Strong communication skill and a can-do attitude

· Well-organized and proactive

· Successful experience in leading a team and playing a collaborative role

· Fluent in English (spoken and written)

· Extensive travel is required to cover the region