Senior General Manager - Customer Service

Job Description

Purpose of the role To plan, direct and manage the performance of all internal operations, so as to maintain and improve customer satisfaction; and overall responsibility for interaction and relationship management with the customers. Profile – Roles And Responsibilities Areas of Responsibility & brief description Design and develop Customer Care (Complaints, Refunds & Social Media channels) procedures & modules Develop service level standards focused on response times and issue resolution. Take ownership of customer issues and follow-up with problems through adequate solution. Improve customer service experience & create engaged customers Take ownership of customer’s issues and following problems through to a resolution and provide feedback to the company regarding service failures or customer concerns. Set a clear mission and deploying strategies focused towards that mission Develop service procedures, policies and standards Manage the day to day performance of the Customer service function to deliver a best in class service, meeting or exceeding all KPIs and within budget. Set the strategy for the development of the customer care function, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service. Be responsible for the end to end customer care processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints. Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight. Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience. Deliver cost efficiencies and increased in Customer Satisfaction Scores. Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met as applicable to the function. Along with designing and implementing transactional Quality and training functions for Information Services globally for both in-house and outsourced setups to drive performance, VOM and VOC Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes Judicious use of natural resources Shall adhere to the environment health and safety policy/objectives and guidelines of the organization. Show more Show less