Sun Group - Head - Customer Service

Customer Service Head

We are seeking a dynamic and intelligent Customer Service Head who will be responsible for ensuring the satisfaction of the company's customers. Your role will involve delivering exceptional customer service by leading and inspiring the customer service team while establishing customer satisfaction objectives.

Responsibilities:

- Supervising day-to-day operations in the customer service department.

- Maintain an excellent standard of customer service by ensuring that all customers' needs are met in a timely and efficient manner, via email, chat and call

- Improve customer service experience, create engaged customers and facilitate organic growth

- Taking ownership of customers issues and provide technical advice and following problems through to resolution.

- Collaborate with various departments within the organization to facilitate seamless communication and the effective resolution of customer inquiries

- Setting a clear mission and deploying strategies focused towards that mission.

- Develop service procedures, policies and standards.

- Keep accurate records and document customer service actions and discussions.

- Control resources and utilise assets to achieve qualitative and quantitative targets

- Adhere to and manage the approved budget

- Maintain an orderly workflow according to priorities

- Prepare reports for senior management on customer service metrics and KPIs

- Monitor staff performance and provide feedback on a regular basis.

Requirements:

- Degree in business administration or relevant field.

- A minimum of 8+ years of proven experience in a customer service position.

- Proficiency in Microsoft Office and customer service software.

- Outstanding written and verbal communication skills.

- Good understanding of management practices and techniques.

- Excellent leadership and interpersonal skills.