Regional Head of Customer Service - Greater China

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Job no: 498952
Work type: Permanent Full Time
Location: Guangzhou
Categories: Customer Services, Executive/ Management

ACCA has an excellent opportunity for a Regional Head of Customer Services Manager to lead the Customer Service team, based in our Guangzhou office on a fulltime, permanent contract.


The Regional Head of Customer Services (RHoCS) ensures that a high level of customer service is delivered throughout the region. The RCSM will also support ACCA's student and member retention and affiliate conversion activity in line with the corporate retention plan. In doing so, this job performs a pivotal role in ensuring the continuation of ACCA's sustainable growth and ensuring that the region achieves key business objectives.

Key Responsibilities:

  • Ensure consistency of customer service across the region, in line with customer service policies and processes
    Line management of relevant Customer Service employees in the region
  • Become the designated point within the region for escalated issues
  • Act as a conduit of information between the region and Central Head Quarters (CHQ)
  • Ensuring that all priorities, issues and management information in the region are captured and passed for processing
  • Support call centre operations within the region which includes outbound sales and inbound servicing capabilities
  • Support B2B customer service activity
  • Collaborate closely with other Regional Customer Service Managers and the central Customer Service directorate to ensure co-ordination of activities undertaken in markets to the overall operations vision
  • Identify and deliver continual improvements to customer services standards, including the identification of possible process improvements, synergies or economies of scale through automation or centralisation etc.
  • Management of risk within the region
  • Play a strong supporting role in the implementation of the on-line migration project
  • Perform line management tasks including recruitment, selecting, assigning, coaching and appraisals for all direct reports in line with the ‘people operating principles’
  • Plan coordinate and execute local support activities to help the achievement of ACCA’s retention and conversion targets for the region
  • Provide appropriate in-market support for transactional engagement with key entities (employers, universities, learning providers)

The Person

We’re looking for someone who:

  • Knowledge of key customer service metrics and techniques
  • Customer focused, displaying and fostering positive attitudes at all times
  • Advanced interpersonal skills with the ability to understand and challenge internal customer needs and forge productive, trust based relationships across the organisation
  • Good influencing skills in order to deliver change
  • Highly motivated, proactive and practical, able to work under pressure and balance various requests for assistance
  • Degree educated
  • Competent with Excel
  • Fluent in English

Desirable qualities:

  • Experience of identifying and delivering process improvements in a customer service industry
  • Experience of working across different countries and cultures is desirable
  • Experience of managing and being managed remotely

Advertised: China Standard Time
Applications close: China Standard Time

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