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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.