Head of Customer Service

A rapidly expanding e-commerce retailer is seeking a talented Head of Customer Service. In this job, you will lead a team and be responsible for all customer experience-related functions.

About the Head of Customer Service Role:
In this role, you will lead all customer service team activities and manage teams consisting of associate manager, leaders and agents.

Key Responsibilities:

• Lead and supervise a team of customer service agents including providing help and support to the Customer Service Team (Associate Manager, Leaders and Agents) on the organisation’s products or services
• Communicate courteously with customers by telephone, email, letter and face to face
• Investigate and solve customers problems, which may be complex or long-standing problems that have been passed on by customer service agents
• Handle customer complaints or any major incidents, such as delivery, payment, refund issues and compensation to customers if needed
• Keep accurate records of discussions or correspondence with customers
• Analyse statistics or other data to determine the level of customer service your organisation is providing
• Write reports analysing the customer service that your organisation provides and develop feedback or complaints procedures from customers
• Develop customer service procedures, policies and standards for the organisation or department
• Learn about the organisation’s products or services and keep up to date with changes

To succeed in the Head of Customer Service job, you will need to have the ability to work effectively and co-operatively with senior business development teams, across borders and internal matrix.

Key Requirements:

• At least seven years of work experience in customer service management experience within Business Process Outsourcing (BPO) and e-commerce. Experience working in a start-up business is an advantage
• Candidate must possess at least a Professional Certificate, Diploma, Bachelor Degree, Post Graduate Diploma, Professional Degree, in any field
• Demonstrated ability to lead people and get results through others
• Ability to think ahead and plan over a three to nine-month time span
• Excellent interpersonal and communication skills
• Strong customer orientation and negotiation skills
• Great understanding about customer services systems development and deployment
• Commitment to company values
• Proficiency in Microsoft Excel

The successful Head of Customer service will join a company whose expertise has made them the leader in their field. This well-recognised brand offers a great working environment in brand new offices.

If you have a successful track record of customer service experience and enjoy working in a team environment, you can take your career forward with this exciting Head of Customer Service role.

Apply now to learn more.