Accepting Applications
Full-time
On-site
LinkedIn
Posted 1 week, 1 day ago
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0 applications
Job Description
**Job Purpose**
Develop and administer customer service plans and programs to provide best\-in\-class services to customers and enhance customer satisfaction in line with business strategy, objectives, group guidelines, and policies.
Key Responsibilities
* Execute customer service plans and programs for the assigned geography/business area.
* Support customer service initiatives to enhance customer satisfaction.
* Monitor the application of customer service processes and procedures.
* Analyze the cost and effectiveness of customer service initiatives.
* Contribute to process and system improvements.
* Monitor and improve call center scorecards.
* Provide guidance on customer service matters.
* Respond to and resolve escalated customer inquiries.
* Identify customer needs and support commercial opportunities.
* Promote customer service capability development and upskilling.
Stakeholder Management
* Collaborate with internal departments and external service providers.
* Build strong cross\-functional relationships.
* Understand customer and stakeholder requirements.
* Provide technical guidance to managers and employees.
Management Responsibility
* Individual contributor role.
**Skills**
* Customer Relationship Management (CRM)
* Operations Management
* Quality Control
* Budgeting \& Forecasting
* Customer Satisfaction
* Call Center Operations
* Account Management
* Stakeholder Management
* Project Management
* Influencing \& Facilitation
* Presentation \& Storytelling
**Qualifications**
**Education:**
Bachelor's Degree or equivalent qualification
**Experience:**
More than 4 years