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Head of
Customer Service
Industry: Telecommunication
Our
client is a highly innovative telecom company, with the vision to enable
affordable mass-market voice and data communications in developing countries
seeks to recruit Head of Customer Service
- Creation
and approval of the Customer Service Plan for each financial year - Provide
quality team leadership and direction in order to ensure delivery of
reputable world class Customer Support, and promote and maintain the
Company’s image - Successful
Execution of the approved Customer Service Plan, Review team output, align
where needed - Successful
Management and overall performance of the Customer Service Team - Set
targets for the direct reports and their teams; track progress, monitor,
evaluate and adjust where necessary - Continuously
identify new customer feedback channels and improve existing feedback
channels in order to achieve set response rates. - Identify
opportunities that Customer Service can use to increase sale - Handling
clients complaints and queries in accordance with the company’s guidelines
and policies and propose solutions for the same. - Identify
learning requirements within team and act upon those - Assist
in enabling and empowering the team to get the work done - Ensure
compliance with established standard policies and procedures - Help
set up and improve workflow processes when and where needed - Manage
external vendors and agency partners as needed
- Bachelor’s
degree in Business Administration or related field - Over
5 years’ experience in customer service roles - Internet
and/or ISP experience is a must, telecommunications is also nice - Excellent
knowledge of customer support tools
To apply, send your CV and cover letter only to
recruit@flexi-personnel.com before 8th April, 2016.
Clearly
indicate the position applied for and expected remuneration on the subject
line.
Flexi personnel does not charge candidates for job placement.
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