Regional Customer Care Manager- South Asia

2 weeks ago

Kuala Lumpur, Malaysia Zenyum Full time

**About Zenyum**

Zenyum is one of Asia’s largest consumer brands in the making.
**We channel tech and innovation to transform the dental category from a boring chore to an exciting ritual.
We provide a range of Smile Cosmetics, such as teeth-straightening Invisible Braces (Zenyum Clear) and the top-selling toothbrush (Zenyum Sonic) on e-commerce platforms and in physical stores.

We are backed by some of the world’s best VCs, including Sequoia and LCatterton. We are a bunch of ambitious folks and we want to
**create a place that you will want to show up for every single morning**, and create products that make you smile more.

**Join us in our mission to spread smiles across Asia**

Zenyum is looking for a Regional Customer Care Manager
- South Asia, to spearhead the division to greater heights.

Your role will be to ensure the Customer Care division attains excellent CSAT and NPS scores through excellent customer service. Achieve month-on-month revenue growth in one of the core product categories through the provision of best-in-class customer experience.

Working with regional counterparts across Asia, this role will also involve progressive and strategic roadmap developments as our organization continues to grow.

**Responsibilities**:

- Oversee the Customer Care division in Zenyum’s markets in South Asia, setting up and driving overall performance KPIs.
- ** Customer Service Metrics**: Monitor and improve CSAT scores, NPS scores, average response time, and average resolution time, among other customer service metrics.
- **Customer experience**: Review and improve the various touchpoints of the customer care lifecycle journey for our flagship invisible braces starting from post-sales handover
- ** Revenue driving**: Increase the rate of cross-selling with our consumer products line as a result of excellent customer Experience
- ** Team Management**: Responsible for hiring and retaining top-performing customer care teams across the region for excellent service-level maintenance.
- ** Quality**: Responsible for quality of service across the region through communication strategies with our customers and Partner Clinics with updated

**Requirements**:

- Minimally a **Bachelor's Degree with at least 4 years of experience** in a similar role (customer service team manager)
- Team leading experience
- Advantageous to possess experience in the FMCG/E-commerce sector and familiarity with Salesforce or similar CRM software.
- Fluent in English to communicate effectively with senior management and stakeholders locally and regionally.
- Comfortable undertaking a hands-on role in a fast-paced work environment.

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