APAC Customer Service Director

The Role

The Director, APAC Customer Service is a newly created role which will be critical in the redesigning and rethinking how SEEK interacts with our customers to provide world class service. Today, we have different setups for Customer Service in Asia and ANZ and hence there is a significant opportunity to create the future of this function by rethinking our service offerings, service channels, as well as mode of operation.
The successful candidate will be tasked with not only looking at the human element of service, but also thinking through how to leverage technology, and on platform opportunities to serve our customers in the right way at the right time to ensure the highest levels of service in a way that is both effective and efficient.
The Director, APAC Customer Service leader is a senior leadership role, reporting into the Director of Asia Sales & APAC Customer Service. The main responsibilities will include creating and delivering the APAC Customer Service strategy and contribute to developing and delivering digital transformation to enhance customer satisfaction and drive operational excellence. This role will involve managing a diverse team and ensuring their delivery of exceptional service across all touchpoints. Deep experience in Customer Service across the region which offering world class experiences and having both strategic thinking as well as hands on practical transformation experience will be required to be successful in this role.

APAC Customer Service

APAC Customer Service combines people and technology to provide best-in-class assistance at scale, for our hirers and candidates, in order to support and enhance their experience with our platform. Customer Service team provides both inbound and outbound support for our candidate and hirer segments, using technology and AI capabilities to ensure best-in-class experiences, while continually optimising cost to serve.
APAC Customer Service team members deliver an exceptional standard of care that combines, empathy, responsiveness, personalized experiences, and proactive problem-solving, often using technology to efficiently acknowledge and manage every customer request with consistency and confidence.
Our Customer Service channel plays a strong role in providing business intelligence and insight to our internal teams. Our teams’ knowledge of our business and customers is expansive. Our teams are the custodians of real time unique voice of the customer data that when shared with the business ensures our Seek brand and reputation in a competitive global market continues to grow.

Key Responsibilities

Strategic Leadership:

• Develop and implement a customer service strategy aligned with the company's goals for the APAC region. Monitor industry trends and customer feedback to inform strategy adjustments.
• Create a Service Channel Strategy that supports the ability to respond to candidate and hirer needs. This includes a differentiated service approach that supports the business needs.
• Assist the implementation of Customer Service initiatives, projects, and compliance requirements that support key strategic shift the business and run the business
• Customer Experience: Champion a customer-centric approach, ensuring that customer needs and expectations are met and exceeded. Address complex customer issues and develop solutions to enhance satisfaction.
• Collaboration: Work closely with cross-functional teams, including sales, marketing, and product development, tech and architecture teams to ensure a seamless customer experience and to align service offerings with customer needs.
• Achieve strategic objectives as defined by the organization:
  • Net Promoter Score (NPS)
  • Customer Sentiment Score (CSS)
  • Customer Effort Score (CES)
  • Cost to Service optimization
  • Voice of Customer feedback and insights
• Team Management: Lead, mentor, and motivate a team of customer service managers and representatives across various locations. Foster a culture of excellence, accountability, and continuous improvement. Drive people and performance behavioral change that supports agreed policies and procedures related to improving employee and customer experience.
• Training & Development: Design and implement training programs for customer service staff to improve skills, product knowledge, and service delivery.
• Operational Excellence: Establish and optimize processes to enhance efficiency, reduce response times, and improve overall service quality. Implement metrics to measure performance and drive accountability.
• Present significant statistics for multiple channels, which could involve:
  • Service levels across Multi channels.
  • Speed to respond and resolve inquiries.
  • Resource planning optimization.
  • Customer Sentiment scores
• Reporting & Analysis: Analyse customer service metrics and trends to identify areas for improvement. Prepare reports for senior management, presenting insights and recommendations.
• Develop a set of customers experience guiding principles that delivers consistency and supports the organization to support customer centricity.
• Productivity & Efficiency: Lead efforts to improve Productivity and Efficiency outcomes for the Service organization, including building Centre of Excellence using leading technology enhancements to support service productivity outcomes.
• Budget Management: Develop and manage the customer service budget, ensuring efficient allocation of resources and improving return on investment. Support the implementation of a cost to service financial model to align financial targets.

Essential Qualifications, Skills and Experience

• Proven experience in driving customer service and customer experience strategy, transformation and its initiatives.
• Demonstrated success in delivering outstanding client service within a multi-channel customer service environment.
• Proficiency in Salesforce is advantageous but not essential.
• Strong track record of driving and implementing change initiatives or programs across multiple regions.
• Experience collaborating across the APAC region within a matrix organizational structure.

Desired Values

• Believed in aiming high to deliver world-class results and yet, not forgetting to care for others

The Team
Teams within service are tasked with responding to hirer and candidate inquiries, resolving problems, and contributing to the education and training of Seek products and services. The role will work with Country Managing Director’s and key stakeholders to support Seek’s strategic plans and targets. The leader is responsible for approximately 180 team members across 9 locations with differing languages including Australia, New Zealand, Singapore, Hong Kong, Malaysia, Philippines, Indonesia, and Thailand.

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with diverse backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable mindset but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.

Should you require any specific support or adjustments throughout the recruitment process and beyond, please advise us and we will be happy to assist.

SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.