Senior Customer Service Leader

Position overview:
To lead and develop the full Customer Service function for the business, owning customer engagement strategy, operational excellence, performance reporting, escalation leadership, and crossâ??functional improvement initiatives. This role requires strategic leadership, excellent communication, strong execution, and the ability to drive results in a demanding industry.

Requirements:

• 510+ years experience in customer service leadership, ideally in a highâ??pressure BPO or service environment.
• Strong track record of developing and executing strategy, driving operational performance, and resolving complex customer and business matters.
• Exceptional communicatorwritten and verbal.
• Demonstrated ownership and leadership maturity; not a "clockâ??checker" or job hopper.
• Resilient, decisive, and able to operate effectively under pressure.
• Can write and execute customer service strategies, with a clear focus on results.
• Is extremely well-spoken and confident in communication.
• Has a proven track record of handling complex matters and resolving issues decisively.
• Stable CV
• Can lead without clock-watching, taking full ownership of responsibilities.
• Has the tenacity and resilience to thrive in a challenging industry.

Desirable

• Experience with reporting to senior executives.
• Proven change management and process optimisation experience.

Key Competencies

• Strategic thinking & analytics
• Strong interpersonal & communication skills
• Leadership & coaching
• Problem solving & escalation management
• Customerâ??centric mindset
• Compiling reports
• Analysing data
• Can work in a high pressured environment
• Training skills

Responsibilities:

Strategic Leadership

• Develop and implement the customer service strategy aligned with organisation goals.
• Work with executive leadership to shape customer experience priorities and performance indicators

Operational Management

• Lead dayâ??toâ??day customer service operations to ensure highâ??quality service delivery.
• Handle escalations, complex client issues, and highâ??stake service challenges personally when needed

Team Leadership & Development

• Manage, coach, and mentor customer service team leaders and staff.
• Set performance expectations, monitor performance metrics, and drive accountability

Crossâ??Functional Engagement

• Collaborate with ops, sales, marketing, and product teams to resolve issues and improve customer outcomes.
• Provide detailed reporting to CO
  
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