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Customer Service Manager - Asia Pacific (with third party employer)

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Since selling our first timepiece in 2011, Daniel Wellington has evolved into a global phenomenon who has disrupted an entire industry.  Continuously challenging and innovating, Daniel Wellington is an exciting and vibrant brand; striving to enrich the lives of our customers with timeless style. When you join us, you are joining a brand that will give you the guidance and tools to develop and succeed.

If you would like to contribute to our global movement, here is how you can help us to engage the world:

The right personality is a key factor and a flexible down- to- earth team player who thrives on delivering solutions and does not think any task is too big or too small, will be successful in DW.

We are now looking for a talented, ambitious, and innovative Customer Service Manager to lead our Asia Pacific team in Manila. Your team will be responsible for giving our customers a world-class service over the phone, live chat, and e-mail, simultaneously, providing an unparalleled customer experience. We strive to build something extraordinary in this field. And this is where you come in. You will get the opportunity to take over our CS team where you till drive and develop our customer experience in new directions, this together with a highly engaged organization.

This position is based in Manila and reports to Executive Director Asia Pacific, based in Hong Kong office. Our partner office in Manila is in San Andres Bukid, Malate. 

As Customer Service Manager, you will make sure the team of 30 agents is delivering professional assistance and is helping our customers the best possible way. Always using the voice of our brand when talking to our customers by phone, chat or email to ensure the quality of the team and their replies.

 

We expect you to continually coach and lead the team to offer a good Customer Experience.

Thinking outside the box is a plus, as there can come up unexpected challenges that you will need to resolve along the way. You are a problem solver and are excellent in communicating. We expect you to be able to structure and lead projects within the Customer Service field to take our operations to the next level. This means you will communicate and collaborate with many other functions in Daniel Wellington across Asia Pacific to set up new ways of working. You will also travel to the regional APAC office in Hong Kong on a monthly basis.

In Asia Pacific we move in a very fast pace. Therefore, we would like you to be a quick
learner. You will come up with good ideas on how we can improve the Customer Experience; we currently offer our customers.

Besides recruiting, coaching, leading a big team, project leading development projects
and fixing schedules, you will work hand in hand with other Managers and departments like Logistics, E-Commerce, Legal, IT, among others.  To build solutions and projects that will benefit our customers.

What we are looking for:

  • You have very good experience and knowledge in the Customer Service field   
  • You take responsibility and “own” your area of work independently, i.e. Customer Service for APAC. You are independent and can quickly identify what needs to be done.
  • You have experience managing a team
  • You are a leader and inspire others
  • You have experience in recruiting
  • You are a problem solver
  • You are a good and structured project leader
  • You are good at negotiations
  • You are good at communicating
  • Experience in using Zendesk Admin. is a plus
  • Fluent in English, any Asian language is a plus
  • You are ok with travel on a monthly basis, mainly to Hong Kong

WE OFFER YOU

As a member of the DW team, you are a part of an inclusive and diverse workplace, where we want you to be yourself. You are given the opportunity to make an impact and directly contribute to our success. Along with continuous learning, you will have the chance to work and interact with people from all over the world, and together we create a world class company. Are you ready for the time of your life? Join our movement.

Apply for this job

Or, know someone who would be a perfect fit? Let them know!

THIS IS #LIFEATDW

In addition to great benefits, you will get the chance to work in a global fast-paced and rapid-growing environment, constantly provided with new and exciting challenges. We take pride in building everything in-house, are all about constant learning and with that finding our own way of doing business. 

You will spend your days in collaborative and dynamic offices with a highly skilled team, do great work, and have fun while doing so.


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