Customer Experience Director

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia ZALORA Group Full time

Job Summary:

ZALORA Group is looking for a talented Customer Experience Director to lead our Product Support function and drive exceptional customer experiences.

Main Accountabilities:

  • Develop and execute strategies to enhance customer satisfaction and loyalty.
  • Lead a team of support representatives, ensuring timely and efficient resolution of customer inquiries.
  • Collaborate with other departments to ensure seamless support operations and achieve business outcomes.
  • Analyze data and develop reports to identify trends and areas for improvement.
  • Maintain a positive and customer-focused attitude, ensuring excellent communication with requestors.

Requirements:

  • 3+ years of experience in customer service or support, with at least 2 years in a management role.
  • Certification or experience in ITIL framework or equivalent, demonstrating ability to develop and implement support policies and procedures.
  • Prior experience in setting up Freshdesk/Freshservice/Zendesk.
  • Strong problem-solving skills and ability to handle escalated customer issues and complaints.
  • Strong leadership skills, with proven ability to manage and develop teams.
  • Experience in analyzing data and developing reports to identify trends and areas for improvement.


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