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Associate director, customer services

1 month ago


Singapore Oxford Nanopore Technologies Ltd. Full time

We are looking for a highly motivated individual to join as Associate Director of Customer Services. The aim of the role will be to lead the customer services teams in Asia Pacific and deliver excellent customer service. This role would suit an individual looking for a challenging senior managerial position in an innovative environment, with the opportunity to work with the customer service teams in a global setting. Based at our Singapore office, the post will require international travel around three to four times per year. The Details... The main aim of the role will be to lead the customer services team in Asia Pacific and deliver excellent customer service, through understanding and satisfying the requirements of the customer and key company stakeholders. This role will be responsible for effectively managing the APAC customer service team and their continuous improvement to ensure a high standard of customer service is maintained at all times. The Associate Director of Customer Services will drive and implement changes required to improve the effectiveness of the customer services procedures and processes and enable effective communications to customers. In addition, the role will involve monitoring customer feedback and managing and escalating the resolution of customer issues, complaints, and general non-technical enquiries. The successful candidate will ensure prompt processing of customer cases by the team to meet the company’s delivery objectives and customer promises. This role will involve the development of team KPIs, monitoring of performance, and taking action to achieve targets. It will also include working with wider teams to produce statistics or other data to determine the level of customer service Oxford Nanopore is providing and the production of management reports. We also want someone who can write and maintain current standard operating procedures for the department and implement staff training to ensure effective compliance. What We're Looking For... We'll expect you to have previous relevant commercial and international experience and be well versed in using CRM and ERP systems, ideally Salesforce and Microsoft AX. You'll also have an excellent understanding of Microsoft Office and e-commerce systems. You'll be familiar with a fast-moving and technically complex product range and able to respond to difficult and pressured situations in a calm and organised manner. You'll need to demonstrate strong customer focus, commercial awareness, excellent organisational and people management skills as well as a flexible and adaptable approach to problem-solving. You're also a creative thinker with outstanding communication skills, through a variety of media, to effectively influence and engage with the customer and key stakeholders. We'll also expect you to be educated to degree level and able to demonstrate a good standard of general education. #J-18808-Ljbffr