The Head of Customer Experience is responsible for leading, managing, and continuously improving end-to-end customer experience across all customer-facing channels, ensuring service excellence, effective complaint resolution, and high-quality consultation for inbound and outbound customer interactions.
This role oversees Customer Service, Complaint Handling, Contact Center, and Telesales/Tele-consultation teams, with a strong focus on customer satisfaction, operational efficiency, and conversion from marketing leads.
Scope of Management:
Directly manage and lead:
Customer Service (CS)
Complaint Handling / Escalation
Contact Center / Call Center (Inbound & Outbound)
Telesales / Tele-consultation / Marketing Lead Handling
Key Responsibilities:
A. Customer Service & Contact Center Operations
Lead and manage daily operations of Customer Service and Contact Center across all channels (calls, chat, email, CRM, social platforms).
Ensure compliance with Service Level Agreements (SLA), turnaround time (TAT), and service quality standards.
Develop, standardize, and continuously improve SOPs for customer inquiries, bookings, follow-ups, and after-service care.
Coordinate closely with Operations, Medical/Lab teams, Sales, and Marketing to resolve cross-functional cases.
B. Complaint Handling & Escalation Management
Design and implement a structured complaint handling and escalation framework.
Personally manage high-risk, sensitive, or complex customer complaints.
Conduct root cause analysis and drive corrective and preventive actions.
Reduce recurring complaints through process and policy improvements.
C. Telesales / Tele-consultation & Marketing Leads
Manage telesales and tele-consultation teams handling leads generated from Marketing.
Develop call scripts, consultation flows, and objection-handling guidelines.
Ensure strong performance across:
Speed-to-lead
Contact rate
Conversion rate
Booking and follow-up quality
Collaborate with Marketing and Sales teams to improve lead quality and conversion effectiveness.
D. Quality Assurance, Training & Performance Management
Establish and maintain customer service and call quality standards.
Implement call monitoring, coaching, and continuous feedback processes.
Design and deliver training programs on customer service skills, consultation techniques, and complaint resolution.
Manage team KPIs, productivity, and engagement.
E. Customer Experience Improvement & Insights
Collect, analyze, and report on Voice of Customer (VoC) metrics such as CSAT, NPS, and customer feedback.
Monitor customer journeys from initial contact to post-service experience.
Identify CX pain points and recommend improvements in processes, policies, and service design.
Act as a key liaison between customers and internal stakeholders to drive a customer-centric culture.
Yêu Cầu Công Việc
Job Requirements:
Experience
Minimum 5–8 years of experience in Customer Service, Contact Center, or Customer Experience roles.
At least 2–3 years in a senior management or head-level position.
Proven experience managing CS, Contact Center, and Telesales/Tele-consultation teams.
Strong preference for candidates from the Healthcare, Medical Services, Diagnostic, Hospital or Nutrition industry.
Experience in highly regulated or service-critical environments is a strong advantage.
Skills & Competencies
Strong leadership and people management skills.
Customer-centric mindset with a balance between service quality and business outcomes.
Excellent complaint handling and crisis management skills.
Data-driven decision making and KPI management.
Ability to work cross-functionally with multiple stakeholders.
