global head of Customer ServiceDFO Global

ABOUT US:
DFO is on a mission to create and deliver superior eCommerce software, marketing, and products to make the world a better place. To accomplish this, DFO needs people that love:
Performance marketing
Technology
E-commerce
People and the world!
DFO is global in operations, culture, and language, with offices in New York, San Diego, San Francisco, Toronto, Vancouver, Mexico City, Sao Paulo, The Hague, Amsterdam, Hong Kong, Ho Chi Minh (Saigon), Brisbane, and Manila.
OVERVIEW: DFO is looking for a Global Head of Customer Service with a passion for eCommerce and delivering an amazing customer service journey from product sale, email journeys, remarketing, and the handling of all concerns.
YOUR RESPONSIBILITIES:
Responsible for increasing customer satisfaction levels and business performance by handling and analyzing complaints and designing Customer Service strategies
Establishes, directs, and supervises vendor relationships with external partners
Serving as intermediates between a company and its customers, ensuring customers receive outstanding support, and ensuring all their needs are met
Oversee the customer support department's day-to-day functions as well as establish standards and protocols to be used by the customer service team to promote customer satisfaction
Responsible for creating policies and procedures for global customer service staff and ensuring the staff understands and adheres to them at all times
Supervise daily staff performance, provide employee performance reviews, and handle any disciplinary actions necessary
Providing on-the-job training or mentoring to new employees
Ensure all staff are properly trained
Ensure all software integrations are fully utilized
Identify and report on product issues
YOUR SKILLS:
5+ years experience in a Customer Service lead or executive role
Highly skilled recruiter and company advocate
Leadership and excellent interpersonal and communication abilities
Excellent conflict resolution skills
Ability to analyze and make conclusions on data
Amazing ability to identify, retain and train the best staff
Experience with Zendesk is a must
Experienced with Five9 is a must
BENEFITS:
Attractive salary and benefits
Best hardware
Education Allowance
Premium medical insurance
DFO CULTURE:
Exciting and diverse team, all around the world!
Value given to ideas and opinions
Friendly coworkers!
Hosts of the Best Performance Marketing Party in the world
Valuers of innovation
HOW TO APPLY:
Please apply with your cover letter, resume, and your portfolio (if applicable)
Apply Now! If you love eCommerce, join our mission!
DFO Global

Manila City, Metro Manila
Permanent
Full-time