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Customer Service Visionary Leader
hace 2 semanas
Company Overview
Nitel is a leading provider of innovative solutions in the telecommunications industry.
We are committed to delivering exceptional customer experiences and building long-lasting relationships with our clients.
Job Summary
The Customer Care Director will play a critical role in driving customer satisfaction and reducing churn in our base.
This individual will be responsible for leading a team of Inside Sales/Customer Care Specialists, providing coaching and guidance to ensure they have the skills and knowledge needed to succeed.
Key Responsibilities
- Establish clear goals and objectives for the team, aligning them with Nitel's overall vision and direction.
- Develop and maintain service level standards focused on response time and issue resolution.
- Act as an escalation point for customer issues and communication, supporting the team in dealing with large deals and major customer issues.
- Provide training and direction to the team relative to industry, departmental, and Nitel standards.
- Conduct weekly team meetings and 1:1 meetings with each team member, continually reinforcing the goals and direction of the team.
- Communicate with and develop teamwork and partnerships with other Nitel managers, ensuring that cross-functional issues are quickly addressed and resolved.
Requirements
- Bachelor's Degree from a four-year college or university.
- 5+ years' managerial experience.
- Telecommunications background, including SIP and/or hosted products, in an order management role preferred.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- Proficiency with Microsoft Office Suite and Salesforce.
What Success Looks Like
The Customer Care Director has accountability for reducing churn in the base by driving processes and behaviors of the team.
Focusing the team on customer satisfaction will have an impact on cNPS scores.
