• Oversees customer support and technical support, any other customer facing support operations post sales
• Directly manage the central support teams in APAC headquarters

• Provides planning and controlling development of the technical support and service needs
• Evaluates customer support and field service quality to ensure customer requirements are met.
• Drive, establish and continually improve clear processes and training programs for customer facing support teams to ensure they can effectively support company's customers.
• Establish KPIs and SLAs related to company's customer support (phone and tickets) and use them to drive performance across the region.
• Drive continual improvements and corrective actions within local customer care teams with a focus on improving the customer experience and maintaining Service Level Agreements
• Ensure customer's support complaints are handled effectively, and root causes of issues are addressed.
• To review and evaluate all employees within the department, including team development and succession planning
• Supervises development of established script and calling strategies. Develops call-handling procedures
• Coordinates customer support with other departments, such as order processing marketing, training & sales

• At least 4 years of experience managing a technical contact center team with remote support to customers
• Familiar with SalesForce.Com, Cisco telephony systems or similar CRM aids
• Willing to travel up to 25-30% of the time or whenever required

Alexis, Zhuang Mian Bo EA License No.: 02C3423 Personnel Registration No.: R1872731