Director of Customer Services.

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Director of Customer Services

Posted 7 days ago
GibraltarAttractiveJob Reference: 36128
The Director of Customer Services is responsible for overseeing the Customer Service and VIP Departments, ensuring exceptional customer experiences and leading a team of CS and VIP 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:
  • Lead, mentor, and manage the Customer Service, VIP 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
Customer Experience:
  • 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
Operational Efficiency:
  • 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
Strategic Planning:
  • 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, VIP and Community Management
Reporting and Analysis:
  • 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
Cross-Functional Collaboration:
  • 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
Qualifications/Skills:
  • 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 and VIP 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