Customer Service HeadGlobe Asiatique Realty Holdings Corporation

The Customer Service Head is an important leadership role responsible for the strategic and operational development of delivering key service outcomes for customers. He or She will lead and motivate the customer service team to ensure they're giving the best customer service possible. The Customer service head has significant levels of responsibility and accountability for operational delivery.
The Customer service head must be familiar with the company's products and policies inside out and be able to communicate it to other members of staff.
The Customer Service head is also responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and to lead the team, who will deliver customer interactions across multiple channels.
SCOPE OF WORK AND RESPONSIBILITIES:
He / She will lead strategically and develop operations plan to enhance performance of Customer service team by setting clear accountable performance measures
Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets.
Create a culture and processes which will reach business goals and objectives with regards to their customer service;
Empower and Engage the Customer Service Team
Identify new tools and technologies to better serve the customer
Drive better sales through service
Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board Management.
Act as the Voice of the Customer across the organization.
Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
Define, negotiate and agree the effective deployment of resource in line with service specifications, working with, or being responsible for resource planning in conjunction with business objectives and service level agreements.
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.
Drive quality and consistency
REQUIRED EXPERIENCE:
Bachelor's degree in Business Administration or relevant field.
Minimum of 5 years' proven experience in a customer service position.
Extensive experience of managing operational customer service teams
Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
Proven Management and/or relationship management experience
Able to interpret and develop strategic operations and make recommendations.
Demonstrate ability to motivate and communicate with others at all levels
Influential relationships skills at all. Able to use these relationships to deliver service improvements
Able to adapt and succeed in a changing environment
Proficiency in Microsoft Office and customer service software.
Outstanding written and verbal communication skills.
Good understanding of management practices and techniques.