معاونت پشتیبانی مشتریان

Job Description

The customer service director is a key strategic and operational leadership role responsible for the development, continuous improvement, and delivery of customer service and the strategic development of operational requirements, processes, and technology, to deliver key service outcomes for customers in either a B2B or B2C environment. The role has significant levels of responsibility and accountability for operational delivery. The customer service director is responsible for identifying and developing all culture, process, and performance improvements and efficiencies for the customer and for leading/developing a team, that typically delivers customer interactions across multiple channels (front and back office, telephone, email, online. live chat, video, social media, correspondence).

Responsibilities:

• Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures
• Responsible for profit and loss, or profit center/cost center budgets.
• Create a culture and processes that achieve the business goals and objectives with regard to customer service.
• Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction) in return service as well, as other customer metrics.
• Reduction of the cost to serve.
• Empower and engage the customer service team.
• Enhance the first call resolution and improve the return service provided for the customer.
• Identify new tools and technologies to better serve the customer.
• Drive better sales through service.
• Use customer Insight and root cause analytics to identify companywide improvements and present these to the board/senior stakeholder peers.
• Act as the voice of the customer across the organization.
• Identifying and providing feedback through 1:1s, effective use of personal development plans, and provision of coaching and development opportunities.
• Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
• Define, negotiate, and agree with the effective utilization of resources in line with service specifications, working with, or being responsible for resource planning to plan the required resource in conjunction with business objectives and service level agreements.
• Work effectively with all peers and the board/stakeholders in commercial and finance, marketing, and operations to negotiate and influence customer improvements.
• Continually develop improvements and embed successful change projects.
• Drive quality and consistency.
• Partner with client relations to optimize existing client profitability through business planning and collaboration and deliver increased revenue streams.