Head of Customer Service

1. Develop and implement customer service strategies to ensure exceptional customer experiences across all contact channels (phone, email, chat, social media).

2. Oversee and manage teams under the following functions: Telephone Customer Service, Digital Customer Service, Service Quality Development, and Reporting & Project Management.

3. Lead and manage daily operations of the call center, ensuring optimal resource allocation, service levels, and compliance with SLAs.

4. Monitor, analyze, and improve customer service performance metrics (e.g., CSAT, FCR, AHT, NPS).

5. Handle complex or escalated customer issues and complaints with professionalism and efficiency.

6. Coach, train, and develop customer service teams to enhance soft skills and service quality.

7. Collaborate with cross-functional teams (e.g., IT, Marketing, Product, Sales) to align customer service initiatives with overall business goals.

8. Utilize technology (CRM, ticketing systems, AI tools) to enhance service delivery and operational efficiency.

9. Gather and analyze customer feedback to identify pain points and recommend improvements to services or processes.

10. Manage budgets and ensure cost-effective operations without compromising service quality.

Qualification

1. Customer Service Strategy Development.

2. Call Center Operations Management.

3. Customer Complaint & Issue Resolution.

4. Digital Channel & Omni-Channel Service Management.

5. Service Quality and Soft Skills Development.

6. Team Leadership & Performance Management.

7. Customer Insights & Data-Driven Decision Making.

8. Technology Utilization in Customer Service.