Head - Customer Support

Roles & Responsibilities:

- Customer Experience Strategy: Develop and implement a comprehensive customer experience strategy aligned with the company's goals and values.

- Continuously monitor industry trends, customer preferences, and best practices to drive innovation and ensure the company remains at the forefront of customer experience excellence.

- Customer Journey Mapping: Collaborate with cross-functional teams to map the end-to-end customer journey, identifying pain points, opportunities for improvement, and areas where customer experience can be enhanced.

- Develop strategies and initiatives to address these areas and improve customer satisfaction and loyalty.

- Process Improvement: Analyse existing processes, systems, and workflows to identify opportunities for streamlining and improving efficiency.

- Implement changes and monitor their impact on customer experience metrics, ensuring seamless interactions and reduced customer effort.

- Voice of the Customer: Establish mechanisms to capture customer feedback and insights, leveraging various channels such as surveys, social media, and customer support interactions.

- Analyse and synthesise this data to generate actionable insights that inform decision-making across the organization.

- Customer Service Excellence: Set the benchmark for exceptional customer service by establishing service level agreements (SLAs), performance metrics, and quality standards.

- Develop and implement training programs to enhance the skills and capabilities of customer-facing teams, ensuring consistent and personalized service delivery.

- Technology and Innovation: Stay abreast of emerging technologies, tools, and platforms that can enhance the customer experience.

- Collaborate with the technology team to assess, implement, and optimize customer experience technologies