Head of Customer Experience

Reporting to CEO, this position will drive strategic customer service excellence aligned with company's educational mission. Lead service operations, training, and standards to enhance customer experience, empower front line teams, and ensure consistency, efficiency, and satisfaction across all centres. Description * Design and implement standardized customer service processes and SOPs. * Establish and maintain customer service benchmarks across centers. * Develop and deliver training programs for Customer Service Executives and Teaching Assistants. * Collaborate with the Training Department for internal workshops and upskilling sessions. * Supervise Customer Service Executives to ensure excellent service delivery. * Monitor customer feedback and resolve complaints promptly. * Analyze service metrics to identify gaps and propose improvements. * Lead service-related projects and coordinate with cross-functional teams. * Liaise with departments to ensure a consistent customer experience. Profile * Bachelor's degree in Business Administration, Education, Communications, or a related field. * Good exposure in customer service management, ideally within the service industry. * Experience in developing service procedures and conducting training. * Strong leadership, team management, and cross-functional collaboration skills. * Customer-focused mindset with a passion for delivering excellent service. * Proficient in training development, process development, and operational planning. * Confident in communication and problem-resolution abilities. Job Offer * Competitive compensation scheme including an annual performance bonus * Opportunity to join a sustainable grown education firm with long term career development * You might find above requirements may have some miss/match to your profile but exciting though to explore further. No worry but feel free to share us your application by clicking "apply" to get connected and advice regarding your job search * High volume of application so please be patient if I cannot get back to you immediately Page Group Vietnam is acting as an Employment Agency in relation to this vacancy.

Bachelor's degree in Business Administration, Education, Communications, or a related field. Good exposure in customer service management, ideally within the service industry. Experience in developing service procedures and conducting training. Strong leadership, team management, and cross-functional collaboration skills. Customer-focused mindset with a passion for delivering excellent service. Proficient in training development, process development, and operational planning. Confident in communication and problem-resolution abilities.