Customer Service Manager, Asia

Position Summary:

We are seeking a dynamic and results-driven APAC Customer Service Manager to lead our customer service team across the Asia-Pacific region. This role will be responsible for developing and executing customer service strategies that deliver exceptional customer experiences, drive customer satisfaction and loyalty, and align with the company’s overall business objectives. You will oversee a team of customer service professionals (onsite and remote), optimize service processes, and collaborate with cross-functional teams to resolve complex customer issues. The ideal candidate has deep experience in APAC customer service management, understands regional cultural nuances, and is passionate about building high-performing teams.

RESPONSIBILITIES AND ACCOUNTABILITIES:

•    Lead, manage, and develop a geographically dispersed customer service team (including team leads and specialists) across APAC, ensuring team members have the training, tools, and support to deliver outstanding service.
•    Drive team engagement, motivation, and retention through regular coaching, performance reviews, recognition programs, and career development opportunities. Foster a culture of customer-centricity and continuous learning.
•    Develop and implement regional customer service strategies, policies, KPI and procedures that align with company standards while adapting to local market needs 
•    Monitor and analyze key performance indicators (in-time response, accuracy, etc.) and team productivity, driving continuous improvement to meet or exceed targets.
•    Oversee the resolution of complex customer inquiries, complaints, and escalations, ensuring timely and effective resolution to maintain customer trust and loyalty. Act as the escalation point for critical customer issues.
•    Stay updated on industry trends, regional customer expectations, and competitors’ customer service practices, recommending innovative solutions to enhance the customer experience.
•    Ensure compliance with regional regulations (e.g., data privacy laws, consumer protection regulations) and company policies in all customer service operations.
•    Prepare and present regular reports to senior management on team performance, customer feedback, and progress toward strategic goals

PERSON SPECIFICATION:

Education
•    University bachelor degree.

Work Experience 
•    At least 8-10 years of customer service management experience, with a minimum of 3 years leading regional teams and a proven track record of strong leadership and effective people management skills.
•    A data-driven mindset, with the capability to analyze KPIs, identify trends, and implement improvements backed by data insights.
•    Exceptional communication skills, with the ability to collaborate effectively with cross-functional teams and senior management to drive organizational goals.
•    Expert-level knowledge of the Order-to-Cash (OTC) process and proficiency in SAP system operations.
•    In-depth understanding of APAC regional cultures, customer expectations, and relevant regulatory requirements.
•    Familiarity with common customer service tools and platforms.

Languages
•    Fluent English and Chinese for both speaking and writing, any Asian country language is a plus

Other skills
•    Proven data analysis capability, Strong in Excel, Knowledge in advance BI tool (e.g., PBI) is a plus

Core Competencies/Behaviors:

•    Build Partnerships - Gaining the confidence and trust of others through honesty, integrity, and authenticity
•    Drive Results - Consistently achieving results, even under tough circumstances
•    Demonstrates Courage - Stepping up to address difficult issues, saying what needs to be said, acting with integrity, doing what is right.
•    Collaborate - Building partnerships and working collaboratively with others to meet shared objectives, within and across functions.
•    Build Effective Teams - Building strong-identify teams that apply their diverse skills and perspectives to achieve common goals.
•    Cultivate Innovation - Creating new and better ways for the organization to be successful. Uses lateral thinking. Questions the status quo.
•    Ensures Accountability - Holding self and others accountable to meet commitments.
•    Customer Focus - Building strong customer relationships and delivering customer-centric solutions. Focuses on internal and external customers.