Client Partner at Fynehand
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Vice President - Customer Service/Digital - BFS (10-20 yrs)
VP- Customer Service (Digital)
- Develop and implement strategies for providing excellent customer service in the digital space, including live chat, email, social media, and other digital communication channels.
- Lead a team of customer service representatives, providing guidance, coaching, and training to ensure high-quality customer interactions.
- Set and monitor performance metrics and key performance indicators (KPIs) for the team, ensuring goals are met or exceeded.
- Analyze customer data to identify trends, patterns, and areas for improvement in the digital customer service experience.
- Work closely with other departments, such as marketing and product development, to provide customer insights and feedback for enhancing the digital business's products or services.
- Stay updated on the latest digital customer service trends and technologies and make recommendations for their implementation in the organization.
- Handle escalated customer complaints or complex issues, ensuring timely resolution and customer satisfaction.
- Collaborate with cross-functional teams to improve processes, streamline workflows, and enhance the overall customer experience.
- Monitor customer reviews and feedback on various digital platforms and respond appropriately to address concerns or issues.
- Maintain a customer-centric culture within the customer service department, focusing on empathetic and proactive communication with customers in the digital environment.
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