About Us

Founded and grounded in Singapore, Circles.Life is the world's first and most successful digital telco.

Our mission: to re-imagine mobile experiences for the digital consumer, and disrupt the global multi-trillion-dollar telco industry.

Through our proprietary operating platform built entirely in the cloud, we are re-imagining the way telcos operate; winning in domestic market share with our best-in-class customer experience; and gearing up to launch in markets ripe for change across Asia.

This is where you come in.

Job Description:
Circles.Life is looking for a Country Customer Happiness Lead (Head of Customer Service) who is meticulous, strategic and have a passion for customer service and satisfaction. He/she will be based in our Taipei office.

As a key member of our team, your responsibilities include but not limited to:

• Deploy strategies and tactics to drive improvements in Customer Experience & Customer Satisfaction to ensure KPIs are continuously met by proactively managing performance
• Train, coach and manage the growth of the Customer Service team by mentoring and developing staff to meet the needs of our customers and future business.
• Manage and evaluate staff performance.
• Creates and maintain staffing plan to support the current and future work demands and project deliverables
• Foster a good working relationship with the leaders within the organization and promotes cooperation and commitment within a team to achieve goals and deliverables
• Responsible for driving a culture of continuous improvement and to incorporate process improvement methodologies to achieve maximum operational efficiency.
• Handle complex and escalated customer service issues and coordinate customer service projects and initiatives
• Work directly with Head of Customer Happiness on strategic planning, providing thoughtful and innovative insight on improvements
• Perform ad-hoc tasks as needed

The Ideal Candidate

• Minimum of 7 - 10 years of experience as a Supervisory role in Customer Service, digital customer service experience will be highly valued
• Digital customer service experience will be highly valued
• Led a team of more than 25 direct and indirect reports
• Proven track record in process improvement such as CSAT
• Employee management experience needed & demonstrated teamwork and collaboration in a professional setting.
• Knowledgeable on Customer Service KPIs**
• Prior knowledge of Lean/Six Sigma Principles a strong plus
• Knowledge of financial indicators including forecasting and budgeting measures
• Good cultural fit in a fast-paced startup environment
• Willing to travel as & when required