Browse Jobs
For Employers
Post JobLog inGet Started

Head of Customer Support & Experience

OLX Group
Cairo, Egypt
Posted 4 years ago
213People have clicked1 open position
Search other opportunities

Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:

Skills And Tools:

Job Description

  • Strategically lead and develop a senior CS management team to enhance performance by setting clear accountable performance measures
  • Establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices.
  • Take responsibility and initiative in smooth running of all business operations (Content Moderation, Website Quality and Customer Support) for the 4 countries.
  • Evaluate overall performance by gathering, analyzing and interpreting data and metrics as well as regularly evaluate the efficiency of business procedures according to organizational objectives and apply improvements
  • Oversee customer support processes and organize them to enhance customer satisfaction
  • Act as the Voice of the Customer across the organisation.
  • Work towards content improvement and website quality improvement by establishing effective and practical content moderation rules.
  • Liaise with the product team to regularly enhance the product based on customer feedback as well as internal UX testing.
  • Provide outstanding leadership to team members, including opportunities for coaching and development, to maximize work output and work quality
  • Report monthly the progress, problems and plans of Operations team.
  • Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements
  • Continually develop improvements and embed successful change projects.
  • Use Customer Insight and Root Cause Analytics to identify company-wide improvements and present these to the Board/Senior Stakeholder Peers.

Job Requirements

  • 10+ Years Relevant Management and Industry Experience, Exceptional Leadership Skills, Strong Organisational Skills, Outstanding Written and Verbal Communication, Strong Client-Facing Skills, Extensive Management Experience, Team-Oriented, Project Development, Networking, Decision Making, Coaching, Motivating, Results-Oriented.

Featured Jobs

Similar Jobs

Search other opportunities
JobsCustomer Service/SupportHead of Customer Support & Experienc...