Customer Service Director
3 weeks ago
At HR POD - Hiring Talent Globally, we are seeking a highly skilled and experienced Customer Service Director to lead our customer service team.
About the RoleThis is an exceptional opportunity for a seasoned professional to join our organization and drive excellence in customer service. The successful candidate will have a proven track record of managing and improving customer service operations, with a strong leadership and communication style that inspires and motivates teams.
The ideal candidate will have a deep understanding of customer service best practices and emerging trends, as well as experience with customer service software/tools (e.g., Contegris). They will be able to develop and implement customer service strategies that align with our objectives, set and monitor performance goals and KPIs to ensure high SLA, and lead, mentor, and motivate the customer service team to maintain excellent customer relationships.
Responsibilities- Develop and Implement Customer Service Strategies: Collaborate with cross-functional teams to design and execute customer service strategies that meet business objectives.
- Lead and Manage the Customer Service Team: Recruit, train, and develop a high-performing customer service team, conduct performance evaluations, and provide coaching to improve team members' skills.
- Analyze Customer Interactions and Feedback: Use data-driven insights to identify areas for improvement and implement new processes and tools to enhance response times and overall customer satisfaction.
- Ensure Timely and Effective Resolution of Customer Inquiries, Complaints, and Feedback: Foster a customer-focused culture, encouraging collaboration and teamwork to resolve issues efficiently and effectively.
- Manage Customer Service Operations: Oversee call centers, chat support, outbound, and balance teams, ensuring that processes are efficient, cost-effective, and scalable to meet growing demands.
- Collaborate with Other Departments: Work closely with Sales, Product, Marketing, and other departments to ensure a seamless customer experience.
- Monitor and Report on Customer Service Metrics and Performance Data: Provide insights and recommendations for service or product improvements to leadership.
We offer a competitive salary of $120,000 per year, plus benefits, including health insurance, retirement plan, and paid time off. If you are a motivated and results-driven professional looking for a challenging and rewarding role, please apply today.
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