
Customer Service Strategy Director
4 days ago
Hempawa Consult Ltd is seeking an experienced Customer Service Strategy Director to lead our customer service team and drive exceptional customer satisfaction.
Key Responsibilities:- Team Leadership: Supervise and mentor a team of customer service representatives to ensure they have the skills and support needed to excel in their roles.
- Customer Issue Resolution: Handle escalated customer inquiries and resolve complex issues efficiently, providing timely and effective solutions.
- Service Improvement Initiatives: Develop and implement customer service strategies to enhance satisfaction and improve overall customer experience.
- Performance Monitoring: Monitor team performance and provide coaching to improve service quality, identifying areas for growth and implementing corrective actions as needed.
- Collaboration and Process Enhancement: Collaborate with other departments to streamline customer support processes, ensuring seamless communication and efficient issue resolution.
- Record Keeping and Feedback Analysis: Maintain accurate records of customer interactions and feedback, using this information to inform future service improvements.
- Customer Service Experience: Proven experience in customer service, preferably in a leadership role.
- Problem-Solving Skills: Strong problem-solving skills with a customer-first approach, able to analyze complex issues and develop effective solutions.
- Communication and Interpersonal Abilities: Excellent communication and interpersonal abilities, able to build strong relationships with customers and colleagues alike.
- Multitasking and Time Management: Ability to multitask in a fast-paced environment, prioritizing tasks and managing time effectively.
- Technical Proficiency: Proficiency in CRM software and customer support tools, leveraging technology to enhance service efficiency and effectiveness.
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