Job Description

Position overview:
To lead and develop the full Customer Service function for the business, owning customer engagement strategy, operational excellence, performance reporting, escalation leadership, and crossa??functional improvement initiatives. This role requires strategic leadership, excellent communication, strong execution, and the ability to drive results in a demanding industry.
Requirements:

• 510+ years experience in customer service leadership, ideally in a higha??pressure BPO or service environment.
• Strong track record of developing and executing strategy, driving operational performance, and resolving complex customer and business matters.
• Exceptional communicatorwritten and verbal.
• Demonstrated ownership and leadership maturity; not a clocka??checker or job hopper.
• Resilient, decisive, and able to operate effectively under pressure.
• Can write and execute customer service strategies, with a clear focus on results.
• Is extremely well-spoken and confident in communication.
• Has a proven track record of handling complex matters and resolving issues decisively.
• Stable CV
• Can lead without clock-watching, taking full ownership of responsibilities.
• Has the tenacity and resilience to thrive in a challenging industry.

Desirable

• Experience with reporting to senior executives.
• Proven change management and process optimisation experience.

Key Competencies

• Strategic thinking & analytics
• Strong interpersonal & communication skills
• Leadership & coaching
• Problem solving & escalation management
• Customera??centric mindset
• Compiling reports
• Analysing data
• Can work in a high pressured environment
• Training skills

Responsibilities:
Strategic Leadership

• Develop and implement the customer service strategy aligned with organisation goals.
• Work with executive leadership to shape customer experience priorities and performance indicators

Operational Management

• Lead daya??toa??day customer service operations to ensure higha??quality service delivery.
• Handle escalations, complex client issues, and higha??stake service challenges personally when needed

Team Leadership & Development

• Manage, coach, and mentor customer service team leaders and staff.
• Set performance expectations, monitor performance metrics, and drive accountability

Crossa??Functional Engagement

• Collaborate with ops, sales, marketing, and product teams to resolve issues and improve customer outcomes.
• Provide detailed reporting to COO & CBO on performance, trends, risks, and strategic recommendations.

Process Improvement

• Define and refine customer service policies, workflows, and quality control frameworks.

Please note only shortlisted candidates will be contacted. If you have not heard from us in 2 weeks, please consider your application unsuccessful.

Skills Required