Customer Service Director
2 days ago
Company Overview:
At شركة درعه للتجاره, we are committed to delivering exceptional customer experiences that drive loyalty and retention. Our goal is to provide world-class service that exceeds our customers' expectations.
Job Summary:
We are seeking a highly skilled Head of Customer Service to lead our customer service team in achieving this vision. The successful candidate will have extensive experience in customer service management, leadership skills, and a proven track record of driving customer satisfaction.
Key Responsibilities:
- Develop and execute customer service strategies aligned with the company's goals.
- Lead, develop, and inspire the customer service team to achieve high performance.
- Oversee the daily operations of the customer service department.
- Analyze customer service metrics to identify trends and areas for improvement.
- Implement customer service standards and monitor compliance.
- Address and resolve escalated customer complaints and disputes.
- Collaborate with other departments to enhance overall customer satisfaction.
- Conduct regular training and development sessions for the customer service team.
- Stay updated with industry best practices and customer service technologies.
- Develop reporting systems to measure customer feedback and satisfaction.
- Establish effective communication channels for customer inquiries and feedback.
- Monitor budget and resource allocation for the department.
- Lead initiatives to improve the customer journey and experience.
- Ensure adherence to company policies and customer service guidelines.
- Foster a positive team environment focused on customer care.
Required Qualifications:
- Bachelor's degree in Business Administration or a related field.
- 10+ years of experience in customer service management or a similar role.
- Proven leadership skills with experience managing teams.
- Exceptional communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Experience with customer service software and CRM systems.
- Ability to thrive in a fast-paced environment and adapt to change.
- Understanding of industry-specific customer service trends.
- Experience in conflict resolution and de-escalation techniques.
- Strong organizational skills and attention to detail.
- Capability to develop and implement effective training programs.
- Passion for customer service and a deep understanding of customer needs.
- Flexibility to work varying hours as required.
- Knowledge of performance metrics and reporting systems.
- Ability to establish strategic partnerships to enhance service delivery.
- Proficiency in Microsoft Office Suite and customer service applications.
Skills: Leadership skills, training and development, conflict resolution, team management, customer service management, Microsoft Office Suite, customer service software, reporting systems, analytical skills, strategic planning, CRM systems, problem-solving, leadership, analytical thinking, communication.
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