Primary Responsibilities:
- Formulate and put into practice customer service protocols, processes, and benchmarks to ensure uniformity and excellence across all customer interaction channels.
- Define performance standards for service and oversee performance metrics to ensure the team meets or surpasses customer anticipations.
- Create and execute strategies to enhance customer contentment, uphold loyalty, and boost retention.
- Foster and nurture positive associations with internal stakeholders to align customer service endeavors with overarching business goals.
- Assess customer input and leverage insights to drive ongoing enhancements in service provision.
- Construct and uphold reports and visually informative displays for customer service, tracking progress relative to vital indicators.
- Collaborate harmoniously with other divisions, like sales, marketing, and operations, to guarantee a seamless customer journey across all contact points.
- Remain well-versed in the latest industry norms and emerging technologies to maintain the team's competitive edge and innovative approach to customer service.
Requirements:
- Possession of a Bachelor's degree in Business Administration, Marketing, or a related field.
- A minimum of 5 years' involvement in customer service or a correlated sphere, with no less than 3 years in a leadership capacity.
- Profound comprehension of prime customer service practices, encompassing proficiency in customer experience, mapping customer journeys, and managing customer feedback.
- Established leadership capabilities, demonstrated through experience in supervising and nurturing a team of customer service representatives.
- Exceptional communication proficiencies, including the aptitude to interact adeptly with internal stakeholders and external clientele.
- Robust analytical abilities, facilitating the examination of customer information and insights to guide decision-making.
- Familiarity with customer service technologies and platforms, such as CRM software and help desk solutions.
- Effective organizational adeptness, managing concurrent tasks and projects proficiently.
- A customer-centric outlook accompanied by an enthusiasm for delivering unparalleled customer service.
Argyll Scott Asia is acting as an Employment Agency in relation to this vacancy.
