Back to jobsDevelop and implement customer service strategies and policies to align with company objectives and enhance the customer experience.
Manage and optimise the performance of the customer service team, including recruitment, training, mentoring and performance evaluations.
Monitor key performance indicators (KPIs) and metrics to assess performance and identify areas for improvement, swiftly addressing performance gaps and leveraging opportunities for improvement.
Collaborate with cross-functional teams to address customer feedback, resolve issues, and implement process improvements.
Stay up to date with industry trends and best practices in customer service to drive continuous improvement initiatives.
Maximize revenue generation to reach long and short-term financial projects.
Selecting, training, developing, and managing performance of direct reports and their associates.
Proactively identify risks, develop robust mitigation plans, and communicate these effectively to senior management and cross-departmental teams.
