Submitted by Omuni on Tue, 04/27/2021 - 19:09

CSM

Head of Customer Support

Relevant Experience: 10-12 years

Urgency: Immediate 

Careers


 

Roles & Responsibilities 

  • Define and set monthly / weekly / daily targets for various campaigns; Communicate and deploy targets to concerned teams
  • Lead projects to review operational procedures and practices towards the goal of making continuous improvement
  • Define and execute short and long-term customer service and support strategy, leveraging best practices and technology to expand service capabilities, ensuring consistent, high-value and cost-effective service level
  • Build and manage a robust customer support team capable of delivering business, experience and support
  • Oversee the Operations group to ensure staffing and workforce management tools are utilized to provide coverage across work sites Responsible for the management of statistical reports on production and (Key Performance Indicators) are tracked and trends are reported within established timeframes
  • Collaborate with key business partners (sales, SCM teams, Finance ) to prioritize issue resolution to ensure service goals are met, sales orders are delivered timely, and costs are minimized
  • Responsible for CX operations

 

Ideal candidate

  • Total of 10-12 years of experience Customer Support Domain
  • Familiar with customer service systems and tools. Working on Freshdesk ticketing
    tool and working on Ameyo telephony system will be an added advantage.
  • Ability to quickly identify critical decision points and potential issues and provide solutions, articulate business and technical implications/trade-offs, and make recommendations to project and executive leadership team
  • Ability to lead a large team and handle multiple tasks
  • A full understanding of the Internet and the online shopping experience
  • Comfortable working in Excel, Word, Outlook, PowerPoint and data entry systems