Key Responsibilities:
- Customer Service Leadership: Drive customer satisfaction and loyalty by simplifying complexity and enhancing service strategies.
- Team Management: Lead a large team, providing coaching and guidance to achieve high performance and personal growth.
- Cross-Functional Collaboration: Work closely with sales, marketing, and operations to align customer goals with business objectives.
- Continuous Improvement: Analyse customer feedback and identify areas for improvement, staying updated on industry trends and technologies.
- System Oversight: Manage system tools and processes to ensure minimal downtime and optimal customer experience.
- Recruit, train, and develop teams to meet business demands.
- Lead by example, rewarding top performers and managing underperformance.
- Ensure compliance with corporate policies and ethical standards.
- Provide regular updates on key performance indicators and progress towards targets.
- Collaborate with internal teams to deliver insights on market and customer intelligence.
- 5-10 years experience in customer service leadership, preferably within global matrix organisations.
- Experience managing both onshore and offshore teams.
- Proven track record of improving customer satisfaction and leading high-performance teams.
- Strong commercial acumen and ability to operate in a complex, evolving environment.
- Results-driven, with strong leadership and organisational skills.
- Excellent communication and negotiation abilities.
- Strong integrity and high professional standards.
