Head Of Customer Service
hace 2 semanas
We are looking for an experienced Head of Customer Service to lead and enhance our customer support operations in Manizales.
This role will focus on ensuring a high-quality customer experience, optimizing service strategies, and driving team performance within a manufacturing industry environment.
What Will You Do in This Role?
Team Leadership: Manage, mentor, and motivate the customer service team to achieve performance excellence and customer satisfaction.
Service Strategy Development: Design and implement customer service initiatives that enhance customer loyalty and streamline support processes.
Issue Resolution: Handle escalated customer concerns efficiently, ensuring timely and effective solutions.
Cross-Department Collaboration: Work closely with internal teams to align service operations with company objectives and improve customer interactions.
Performance Monitoring: Analyze customer feedback and service metrics to drive continuous improvement and operational efficiency.
Skills & Competencies: Leadership & Team Management: Proven ability to lead diverse teams and foster a high-performance culture.
Communication: Strong verbal and written communication skills, with the ability to engage effectively with internal and external stakeholders.
Conflict Resolution: Skilled in managing customer concerns and resolving issues proactively.
Strategic Thinking: Ability to develop and implement initiatives that optimize the customer experience.
Data Analysis: Proficiency in interpreting service-related data and using insights to enhance performance.
What Should You Have?
Education: Bachelors degree in Business Administration, Industrial Engineering, International Business, Marketing, or a related field.
Experience: Minimum 5 years of experience in a similar role within the manufacturing industry (experience in service-based companies is not applicable).
Technical Knowledge: Experience working with CRM systems and data analysis tools.
Language Skills: B2-level English proficiency (spoken and written).
If you are a results-driven leader with a passion for customer service excellence and experience in the manufacturing sector, we encourage you to apply.
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