Customer Service Director (Call Centre)

The role

  • Lead the development, implementation and evaluation of customer engagement plans, programs, and initiatives in order to align with the company’s customer service vision and strategies across both the retail and digital platforms.
  • Assume full responsibility of delivering a first-class customer service function to the customer base including both the retail and digital
  • Directly and indirectly advise the Senior Management team on customer satisfaction measures, customer experience/service strategies, programs, initiatives and emerging issues in order to enable customer-centric strategic decision processes and major or critical issues response.
  • Lead and/or direct specific customer research programs, dialogue and other forms of engagement to understand key concerns and issues and inform review and enhancement of customer services and service delivery
  • Responsibility for the Fraud and Finance function of the business; delivering a department that protects the business from fraud but does not encumber the customer

Role Requirements:

  • BA/BSC in an appropriate Valid work experience can be substituted for 3rd level education.
  • Candidates should have at least 5 + years’ experience at a Managerial level and 7 + years within a Customer experience/service environment in a retail/digital, high transactional environment.
  • Experience in delivering strategic
  • A successful track record in leading
  • Results focused driven individual is a
  • Must be fluent in
  • Excellent verbal and written communication, presentation and negotiations skills
  • Must be available to travel in Europe/Asia.
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