GATI-KWE - Head - Customer Service

Role :

- Re-design and lead the change in CS process and offerings across the Organization

- Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures, governance, administration, reporting, analysis, insights and action

- Create Vision and execute the customer service Strategy for end to end customer experience.

- Link key metrics to business performance and develop strategic action items that drive business results

- Create a culture and processes which achieve the business goals and objectives with regards to their customer service;

- Improve NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other Customer Metric.

- Reduction of the cost to serve

- Empower and Engage the Customer Service Team.

- Build strong relationships with customers for new business development opportunities.

- Ensure compliance with regulatory requirements impacting customer care function.

- Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board/Senior Stakeholder Peers.

- Act as the Voice of the Customer across the organisation.

- Coordinate with supply chain personnel, distributors and sales associates to improve customer service and business productivity.

- Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.

- Develop strategies to increase the quality and efficiency of support to customers.

- Monitor business and process metrics to measure and manage customer service effectiveness.

- Oversee and maintain call center operations including its staff and statistics.

- Closely work with sales and marketing team to maximize revenues and customer loyalty.

Must Have :

- A post graduate with at least 10 - 15 years of experience.

- Should processes hands on experience of leading change in CS process and offerings across the Organization

Must have :

- Deep knowledge of customer service and Call Center

- Exceptional communication and management skills

- Proven management experience at a senior, strategic level role.

- Influential relationship skills at all. Able to use these relationships to deliver service improvements.

Nice to have :

- Able to adapt and succeed in a changing environment

- Data-driven mindset and an aptitude for technology

Preferably from Telecom / Banking Sector