Regional Head of Customer Experience
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Salary
≈ $27k – $54k per year (Estimated)
Location
In office (Mandaluyong)
Seniority
Architect
Overview
Company
Impact
Profile match
Intrepid is a leading Southeast Asian e-commerce and digital solutions provider. We deliver end-to-end omnichannel management, digital marketing, and market intelligence, all powered by our proprietary in-house technology. We partner with global brands across six SEA countries to drive growth and efficiency.
- Lead the daily update process of each brand's FAQs spreadsheet to ensure quality in every official answer of the customer experience agent to the customers.
- Work closely with the Business Intelligence team in managing the chat traffic dashboard and be a SPOC (Single Point of Contact) related to customer experience data.
- Lead and strategise on outbound chat and/or outbound calling initiatives.
- Supporting Regional CX in executing and implementing Regional projects locally.
- Handle and/or monitor cross-country or multiple countries CX teams, if needed.
- Develop and deliver structured CX performance reports to internal/external stakeholders.
- Conduct regular analysis for team/brand/store chat performance to identify any process improvements.
- Any chat-related tasks which isn't mentioned above
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