Head Of Customer Service - VO2 Gym
Gulf Jobs
Doha, Qatar
منذ 1 يوم
source : Explore Jobs Qa

Job Description

The Head of Customer Service is responsible for identifying and developing all culture, process, and performance improvements and efficiencies for the customer and for leading / developing a team who typically delivers customer interactions across multiple channels (Front and Back office.

Telephone. Email. Online. Live Chat. Video, Social Media. Correspondence.)

Some of the responsibilities and duties will include :

  • Strategically lead and develop a team to enhance performance by setting clear accountable performance measures
  • Create a culture and processes which achieve the business goals and objectives with regard to their customer service;
  • Improve NPS (Net Promoter Score) CSAT (Customer Satisfaction), or other Customer Metric.
  • Empower and Engage the Customer Service Team
  • Enhance the First Call Resolution
  • Identify new tools and technologies to serve the customer better
  • Drive better sales through service
  • Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board / Senior Stakeholder Peers.
  • Act as the Voice of the Customer across the organization.
  • Identifying and providing feedback through 1 : 1s, effective use of personal development plans, and provision of coaching & development opportunities.
  • Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
  • Continually develop improvements and embed successful change projects.
  • Drive quality and consistency
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