Team Leadership & Supervision: Lead and motivate a team of credit customer service representatives, ensuring they deliver high-quality service across all communication channels.
Performance Management: Set clear performance goals, track individual and team progress, and provide regular feedback and coaching to ensure that service standards are met and exceeded.
Customer Experience Management: Oversee the resolution of customer issues and inquiries across multiple touchpoints (phone, email, chat, etc.), ensuring timely, accurate, and professional responses.
Quality Assurance: Monitor and evaluate team interactions with customers to ensure compliance with company policies, quality standards, and customer satisfaction objectives.
Reporting & Analytics: Track and report on key performance indicators (KPIs) such as response times, customer satisfaction, and team performance. Provide insights and recommendations for improvement.
Collaboration with Other Departments: Work closely with the in country EQS, Country Customer Service Business Partners to resolve customer issues, share feedback, and enhance overall service delivery.
Escalation Handling: Manage escalated customer issues and complaints in a timely and efficient manner, ensuring that all problems are resolved to the customers satisfaction.
Continuous Improvement: Proactively identify areas for process improvement in the customer service experience and suggest strategies to enhance the teams productivity and customer satisfaction.
Build a solid collaborative network by bridging effectively with the in-country commercial teams (e.g., Head of Commercial Operations, Continuous Improvement and other local or corporate functions) and with the above-country counterparts (e.g., Head of Commercial Operations Services, GPO)
Training & Development: Identify training needs, and partner with the Shared Services Enablement team to deliver tailored learning to improve the teams skills in using different communication platforms and resolving customer issues.
Proven ability to lead, coach, and motivate a team of customer service representatives, with a focus on driving performance and maintaining a high level of customer satisfaction.
Exceptional written and verbal communication skills, with the ability to effectively communicate with customers and team members across all channels.
Strong analytical and problem-solving skills, with the ability to quickly assess situations, resolve customer issues, and make decisions under pressure.
Proficient in using customer service software, CRM tools, and other relevant technologies
Passion for delivering exceptional customer service and ensuring a seamless and satisfying experience across all touchpoints.
Bachelors degree in Business Management, Marketing or related field
