Director Customer Service
Location
Bangalore | India
Job description
Job Summary
The Director of Customer Service will be responsible for leading and managing the overall customer service strategy and operations. The successful candidate will drive the development and implementation of customer service policies, procedures, and standards, ensuring an exceptional customer experience. The Director will collaborate with cross-functional teams to enhance customer satisfaction, loyalty, and retention.
Job Responsibilities Develop and implement a customer service strategy that aligns with the company's overall objectives.
Oversee and manage the day-to-day operations of the customer service department, ensuring efficiency, effectiveness, and high-quality service delivery.
- Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and deliver outstanding customer experiences.
- Analyze customer service data and trends to identify areas for improvement and implement strategies for continuous enhancement.
- Collaborate with cross-functional teams to ensure a seamless and positive customer journey across all touchpoints.
- Establish and maintain effective communication channels with customers to gather feedback, address concerns, and build strong relationships.
- Enhance the skills and capabilities of the customer service team.
- Stay informed about industry best practices, emerging trends, and new technologies to ensure the customer service function remains cutting-edge.
Job Requirement - Proven track record of 12-14 years in progressively responsible roles within the customer service domain.
- Strong leadership skills with the ability to inspire and guide a diverse team.
- Exceptional communication and interpersonal skills.
- Strategic thinker with the ability to develop and execute customer service initiatives that align with business goals.
- Experience in implementing and optimizing customer service technologies and platforms.
- Analytical mindset with the ability to leverage data for decision-making and process improvement.
- Demonstrated success in driving customer satisfaction and loyalty.
- Knowledge of industry regulations and compliance standards.
Job tags
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