Director of Customer Services
Posted 101 days agoGibraltarAttractiveJob Reference: 36128
The Director of Customer Services is responsible for overseeing the Customer Service department, ensuring exceptional customer experiences and leading a team of CS professionals. This role involves developing and implementing customer service policies, resolving complex customer issues, and driving continuous improvement in customer satisfaction and service efficiency.
Key Responsibilities:
Leadership and Management:
Key Responsibilities:
Leadership and Management:
- Lead, mentor, and manage the Customer Service and Community Management teams, fostering a positive and productive work environment
- Set performance goals, conduct regular performance reviews, and provide ongoing coaching and development opportunities
- Develop and implement Customer Service policies, procedures, and standards to ensure consistent and high-quality customer interactions
- Monitor and analyse customer feedback, complaints, and satisfaction levels to identify areas for improvement and implement corrective actions
- Oversee the day-to-day operations of the Customer Service, VIP and Community Management teams, ensuring efficient and effective handling of customer inquiries, issues, and requests
- Implement and manage Customer Service technologies and tools to enhance service delivery and team productivity
- Collaborate with Senior Management to develop and execute the Customer Service strategy aligned with the company’s goals and objectives
- Identify and implement best practices and innovative solutions to improve Customer Service processes and outcomes
- Build out a 24/7 operation across CS and Community Management
- Generate regular reports on Customer Service performance, including key metrics and trends, and present findings to senior management
- Use data and analytics to drive decision-making and identify opportunities for improvement
- Work closely with other departments to ensure a seamless customer experience and address any cross-functional issues
- Participate in cross-departmental projects and initiatives to support overall business objectives
- Bachelor's degree in Business Administration, Management, or a related field (Master's degree preferred)
- Proven experience in a senior Customer Service role, with at least five years of management experience
- Demonstrated success in leading and developing high-performing Customer Service teams
- Strong leadership and interpersonal skills, with the ability to motivate and inspire others
- Excellent communication and problem-solving abilities
- Proficiency in Customer Service software and CRM systems
- Strategic thinking and the ability to translate vision into actionable plans
- Analytical skills with the ability to interpret data and make informed decisions
- Customer-centric mindset with a passion for delivering exceptional service
- Ability to work under pressure and manage multiple priorities
- Adaptability and a continuous improvement mindset
Consultant
