Customer Service Director
hace 2 días
Scalelab Inc.
We are seeking a seasoned customer service professional to lead our remote support team from the ground up. As Customer Service Director, you will be responsible for establishing and implementing a comprehensive strategy for delivering exceptional customer experiences. Your primary objective will be to create a cohesive and efficient team structure, ensuring seamless communication across time zones and shifts.
Key responsibilities include:
- Fulfilling full-circle management of the subordinate team, providing guidance and support as needed.
- Conducting an in-depth analysis of the current customer service structure, highlighting areas of improvement and summarizing findings in a detailed document.
- Working closely with the customer service team to enhance politeness, source of leads, sales, and upselling efforts.
- Developing and delivering effective onboarding programs for new team members.
- Crafting shift schedules that cater to the needs of the team and promote productivity.
- Leading performance reviews and creating intervention plans to address areas of concern.
- Suggesting innovative procedures to elevate customer satisfaction.
- Motivating the customer service team to meet goals and exceed expectations.
- Ensuring clear communication channels across the organization.
- Configuring call center and CRM systems for the customer support team.
- Acting as a line manager and resolving escalated customer issues.
Requirements:
- Fluent English language proficiency and ability to work remotely.
- Strong leadership and management skills, with a minimum of 5 years of experience in customer service or a related field.
- Technical aptitude, with a proven track record of setting up and managing virtual teams.
- Demonstrated ability to manage ambiguity and resolve problems efficiently.
- Self-motivated individual with a bias for action and excellent multitasking skills.
- Ability to thrive in a fast-paced environment with minimal supervision.
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