Head - Customer Service

Leadership and Part of Country Management:

• Lead and guide a team of Customer Service Executives, Supervisors, and Managers to achieve KPI targets and departmental goals.
• Foster a motivated and cohesive work environment, enhancing team morale and professionalism.
• Identify training and development needs, implementing career development plans in collaboration with HR.

Operational Excellence:

• Oversee customer order processing, ensuring adherence to departmental KPIs and maintaining quality and efficiency.
• Monitor team performance proactively, addressing issues to enhance service delivery.
• Develop, refine, and implement standardized processes, including DMT guidelines.

Customer Relations:

• Serve as the escalation point for key accounts, resolving critical customer concerns effectively.
• Strategically Engage directly with customers to strengthen relationships and promote loyalty.
• Analyze customer service delivery standards and identify strategies to exceed competitor benchmarks,
• Building connect and relationships with internal and external stakeholders.

Continuous Improvement:

• Drive Order Management improvement initiatives, monitoring process standards and suggesting enhancements as necessary.
• Maintain an up-to-date customer database to support business development and reporting needs.
• Ensure compliance with quality, environmental, health, and safety standards.
• Apply project planning methodologies proficiently and demonstrate excellent problem-solving skills to handle challenging situations effectively.
• Any other activity to enhance the customer experience,

• Post Graduate degree in Business or a related field.
• Minimum of 15+ years in customer service, with 5-8 years in a senior leadership role.
• Proven track record in customer relationship management and team leadership.
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