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Head of Customer Experience

Ho Chi Minh City Permanent View Job Description
Reporting to CEO, this position will drive strategic customer service excellence aligned with company's educational mission. Lead service operations, training, and standards to enhance customer experience, empower front line teams, and ensure consistency, efficiency, and satisfaction across all centres.
  • Reputable and dynamic language education organization dedicated to innovation.
  • Drive and improve strategic customer service initiatives

About Our Client

Our client is a reputable language education organization that pioneers technological innovations and is dedicated to enhancing customer satisfaction.

Job Description

  • Design and implement standardized customer service processes and SOPs.
  • Establish and maintain customer service benchmarks across centers.
  • Develop and deliver training programs for Customer Service Executives and Teaching Assistants.
  • Collaborate with the Training Department for internal workshops and upskilling sessions.
  • Supervise Customer Service Executives to ensure excellent service delivery.
  • Monitor customer feedback and resolve complaints promptly.
  • Analyze service metrics to identify gaps and propose improvements.
  • Lead service-related projects and coordinate with cross-functional teams.
  • Liaise with departments to ensure a consistent customer experience.

The Successful Applicant

  • Bachelor's degree in Business Administration, Education, Communications, or a related field.
  • Good exposure in customer service management, ideally within the service industry.
  • Experience in developing service procedures and conducting training.
  • Strong leadership, team management, and cross-functional collaboration skills.
  • Customer-focused mindset with a passion for delivering excellent service.
  • Proficient in training development, process development, and operational planning.
  • Confident in communication and problem-resolution abilities.

What's on Offer

  • Competitive compensation scheme including an annual performance bonus
  • Opportunity to join a sustainable grown education firm with long term career development
  • You might find above requirements may have some miss/match to your profile but exciting though to explore further. No worry but feel free to share us your application by clicking "apply" to get connected and advice regarding your job search
  • High volume of application so please be patient if I cannot get back to you immediately
Contact
Chau Ngo
Quote job ref
JN-062025-6760898

Job summary

Function
Sales
Specialisation
Business Services
What is your area of specialisation?
Business Services
Location
Ho Chi Minh City
Contract Type
Permanent
Consultant name
Chau Ngo
Job Reference
JN-062025-6760898

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.