Head - Customer Service - BPO/ITeS

Job Description :

- Improving customer service experience, create engaged customers and facilitate organic growth

- Taking ownership of customers issues and following problems through to resolution

- Setting a clear mission and deploying strategies focused towards that mission

Job brief :

We are looking for an experienced Customer Service Head to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Responsibilities :

- Improve customer service experience, create engaged customers and facilitate organic growth

- Take ownership of customers issues and follow problems through to resolution

- Set a clear mission and deploy strategies focused towards that mission

- Develop service procedures, policies and standards

- Keep accurate records and document customer service actions and discussions

- Analyse statistics and compile accurate reports

- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

- Keep ahead of industry's developments and apply best practices to areas of improvement

- Control resources and utilise assets to achieve qualitative and quantitative targets

- Adhere to and manage the approved budget

- Maintain an orderly workflow according to priorities