Call Center Manager

GDS is a leading developer and operator of high-performance Data Centres in Asia Pacific. Dual listed in NASDAQ and Hong Kong, GDS is the largest carrier-neutral Data Centre service provider in Asia and one of the fastest growing in the world with a presence in Mainland China, Hong Kong, Singapore, Malaysia, Indonesia, and Japan.

GDS International is on an exciting trajectory, expanding markets internationally and looking for talented individuals who are passionate about growing with us. In this role, you'll have the opportunity to be at the forefront of our expansion efforts.

Responsibilities:

• Develop and implement strategies to enhance overall customer journey across all touch points.
• Collaborate with cross-functional teams to ensure alignment with customer experience goals and initiatives.
• Monitor and analyze the performance metrics. Identify opportunities and drive performance improvements in service field and customer satisfaction.
• Support and facilitate service excellence initiatives to improve customer experience and satisfaction.
• Prepare regular reports and presentations on customer experience metrics and initiatives for management review.
• Responsible for customer experience project and drive customer satisfaction to identify areas for improvement and implement actionable solutions.
• Manage, monitor and supervise 24x7 call centre supporting GDSI DC business

Requirement:

• At least 5 years of experience as Customer Experience & call centre manager; experience in data center industry is a plus.
• Attention to details: accurate in data calculation and presentation, and the ability to handle multiple tasks simultaneously.
• Excellent communication skills: strong verbal and written communication skills, with the ability to convey information clearly and professionally.
• University degree and above, fluency in English, Mandarin.
• Proficiency in Word, Excel, and PowerPoint.