Global Customer Service Leader

7 days ago


Johor Bahru, Johor, Malaysia Castlery Full time
Job Overview

As a Senior Customer Experience Manager at Castlery, you will be responsible for leading our customer experience (CX) team to deliver exceptional service standards, meet and exceed customer expectations, and drive business growth. This role requires a unique blend of leadership, technical, and soft skills, making it an excellent opportunity for those who thrive in fast-paced environments.

You will be responsible for driving key performance indicators (KPIs) such as forecasting and budgeting, hiring and team management, performance management, employee experience, seasonality and new business requirements, training and development, quality assurance, and other strategic initiatives.

The ideal candidate will have a proven track record in managing large customer service / call center teams that support global markets, both in-house and outsourced. They should possess a deep understanding of customer service metrics, customer relationship management (CRM), call center technologies, and performance KPIs. A data-driven mindset with the ability to analyze metrics and implement improvement plans is essential.

A strong leadership skillset and a track record of building customer-centric teams and processes are required. The successful candidate will also have a passion for customer experience and the drive to create meaningful, relevant interactions. Excellent communication and interpersonal skills are necessary for this role.

We offer a competitive compensation package and a comprehensive benefits program. If you are a results-oriented professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.



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