Job Description

We're looking for an engaged and experienced candidate who loves helping people and has enough accuracy to design and improve processes. This position plays a vital role in the company's success. Main responsibilities: - Overall responsibility for setting the direction of the Customer Service strategy and ensuring that it is aligned to the company`s overall strategy - Responsible for overseeing the Customer Service Department and ensuring the company delivers the highest level of customer service possible - Analyzing service data to determine the level of customer satisfaction - Develop and implement customer service policies and procedures - Review customer complaints and track their resolution - Direct the daily operations of the customer service team - Plan, prioritize and delegate work tasks to ensure proper functioning of the department - Monitor accuracy of reporting and data base information - Evaluate and assess the performance of staff - Identify and address staff training and coaching their needs - Improve customer service experience, create engaged customers and facilitate organic growth - Create reports and presentations as per management requirement - Analyze customer service department`s operations and provides recommendations on ways to improve productivity and customer satisfaction levels