Full job description

Job description

Head of Customer Service

• Lead and manage a team of customer service representatives, providing guidance, training, and support to ensure exceptional customer service delivery.
• Monitor and analyze customer service metrics, such as response time, resolution rate, and customer satisfaction, to identify areas for improvement and implement strategies to enhance overall customer experience.
• Handle escalated customer complaints and issues, ensuring prompt resolution and customer satisfaction.
• Collaborate with other departments, such as sales and marketing, to align customer service strategies with overall business objectives.
• Stay updated on industry trends and best practices in customer service, and implement innovative approaches to enhance customer satisfaction and loyalty.
• Develop and maintain strong relationships with key customers, addressing their needs and concerns to foster long-term partnerships.
• Conduct regular performance evaluations of customer service team members, providing feedback and coaching to drive continuous improvement.