Ascentech Services Ltd acts as a gateway to provide a wide range of recruitment and selection services to companies. We are a dedicated team of professional consultants offering top-of-the-line executive recruitment and selection services. We cater for the needs of a range of professionals seeking employment and work together to create effective solutions using our networks and strong client base.Job Summary
A leading telecommunications (ISP) organization is seeking an experienced Head of Customer Experience to lead its CX function.
The role will drive customer satisfaction, service quality, and operational excellence across all customer touchpoints, ensuring a seamless and customer-centric experience.
Key Responsibilities
Develop and execute customer experience strategies aligned with business goals.
Oversee end-to-end customer service operations across all channels (call centre, digital, field support, etc.).
Define and track CX KPIs (CSAT, NPS, resolution time, SLA compliance).
Lead and develop high-performing customer support teams.
Manage escalations and collaborate with internal teams to resolve customer issues.
Use customer data and CRM tools to identify trends and improve service delivery.
Ensure compliance with regulatory and service standards.
Report CX performance and insights to senior management.
Requirements
Bachelor’s degree in a relevant field (MBA is an advantage).
Minimum 8 years’ experience in telecommunications (ISP) industry.
At least 5 years in a senior customer service leadership role.
Proven experience managing teams of 20+ staff.
Strong knowledge of CRM systems and contact centre operations.