Customer Service Director

2 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia شركة درعه للتجاره Full time
Job Description

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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