Head of Customer Service
Salary Market Aligned
Consultant Valencia Trixie
Date posted 01 November 2022jakarta tech-transformation/telecommunications 2022-11-01 2022-12-31 banking Jakarta ID Robert Walters https://www.robertwalters.co.id https://www.robertwalters.co.id/content/dam/robert-walters/global/images/logos/web-logos/square-logo.png
An exciting Head of Customer Service job has just become available at a leading digital bank. You will lead and oversee the day-to-day activities on customer focus initiatives for the company.
About the Head of Customer Service Role:
As the Head of Customer Service, you are responsible for shaping the future of a contact centre operation, committed to deliver great customer experience through a variety of customer contact channels; email, live chat, inbound and outbound calls.
- Identify ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touch points, for all kinds of customer interactions, transactions and engagements
- Forecast capacity planning, team productivity and team performance in line with additional projects within company and even larger project scale
- Lead, scale, and manage a team of customer support and engagement specialists with immediate expansion plans
- Identify and manage key performance metrics to drive success and customer delight
To succeed in this Head of Customer Service role, you will need to have a solid experience in building a team from the scratch and successful service culture.
- 10 or more years of customer support engagement and successful leadership experience with a proven track record of leading people, building teams, and structure
- Strong analytical thinking skills - a love of solving complex problems and identifying patterns
- Ability to grow and inspire a team
- Excellent customer relationship and communication skills
- Lots of energy, a strong entrepreneurial spirit, and excitement about being part of something big
This company is an emerging leader in the financial technology industry.
The culture is demanding, but if you are confident and have a can-do attitude, the potential rewards are significant. Great career progression opportunities await the right person in this exciting Head of Customer Service role.
Apply today or contact me directly to discuss this new opportunity.
Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.
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