Service Excellence Director
3 days ago
- Leadership & Team Management:
- Lead, mentor, and manage the customer service team, providing guidance and support.
- Set performance goals, conduct regular performance evaluations, and manage staffing needs.
- Customer Support Operations:
- Ensure timely and effective resolution of customer inquiries and complaints via various channels (email, phone, chat, social media).
- Develop and enforce customer service policies and standards to maintain service consistency.
- Performance Metrics & Analysis:
- Track key customer service metrics such as response time, customer satisfaction, first-call resolution, and case handling times.
- Analyse customer feedback and identify areas for improvement to enhance the customer experience.
- Continuous Improvement:
- Implement tools and systems to streamline the customer service process, such as CRM software or ticketing systems.
- Stay updated with industry trends and best practices to continually improve customer service strategies.
- Candidate Requirements:
- Education: Business Administration, Communications, or a related field preferred.
- Experience: Minimum of 3-5 years of experience in customer service, with at least 2 years in a supervisory or managerial role.
- Skills: Strong leadership and people management skills, excellent communication and interpersonal skills, ability to handle difficult or escalated customer situations calmly and professionally.
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