Customer Service Project Officer

We are looking for a motivated and dynamic Customer Service Project Officer / Senior Officer to lead and enhance customer service operations across APAC. This role is ideal for someone passionate about process improvement, data-driven decision-making, and cross-cultural collaboration. The successful candidate will coordinate regional initiatives, drive performance improvements, and support digital transformation in customer service practices.

What’s in it for you:

1. Customer Service Performance Management

• Lead regular performance reviews with APAC markets, conduct root cause analysis, and develop action plans for continuous improvement.
• Support data visualization and animate BI tools to enhance efficiency and team engagement.
• Promote adoption of new processes and technologies to reduce manual work and digitize operations.

2. Order Management Optimization

• Collect market feedback on current order management processes and identify common improvement areas.
• Propose and implement standardized workflows across markets to streamline operations.
• Act as APAC coordinator for group-level projects, ensuring alignment with regional standards and market needs.

3. Efficiency & Process Improvement

• Identify inefficiencies through data analysis and stakeholder input.
• Design and implement optimized, standardized processes across the region.
• Foster a culture of continuous improvement and innovation within the customer service function.

4. Supply Chain Collaboration

• Partner with supply chain teams to align customer service strategies and improve service reliability.
• Support change management initiatives to ensure smooth transitions and minimal disruptions.
• Communicate effectively across diverse cultures and proactively take ownership of tasks and initiatives.

5. Data & AI Integration

• Demonstrate interest in data analytics and apply IT technologies, e.g., AI or tools, to drive innovation and efficiency in customer service processes
• Explore opportunities to integrate AI tools to digitalize the process to enhance performance and the customer service operations.

Who we are looking for:

• Degree in Data Science, Computer Science, Supply Chain, Business or related discipline.
• Minimum of 3 years of experience in business improvement, operation excellence or a related role (more experience will be considered for the Senior position).
• Strong interpersonal and influencing skills.
• Ability to drive change and align cross-functional teams.
• Proven experience in coordinating projects and improving processes.
• Strong in IT skillsets. For example, Programming (Python, SQL, R, VBA), BI Tools & Data Visualization (Qliksense, Power BI), Automation/ RPA (Power Automate & Power Apps), Excel VBA
• Passion for continuous improvement and familiarity with data visualization or AI tools.
• Excellent communication, organizational, and problem-solving skills.
• Fluent in English and Chinese.

We offer attractive remuneration package to the right candidate including 5-day work, double pay, discretionary bonus, family leave & birthday leave, medical, dental, life insurance scheme, etc.  Interested parties please apply with full resume with expected salary and current salary to Human Resources Department.