Senior Director Customer Services, Johannesburg

Last update 2024-04-23
Expires 2024-05-23
ID #1755144379
Senior Director Customer Services, Johannesburg
South Africa, Gauteng, Johannesburg,
Modified July 28, 2023


Overview Our client is looking for a Senior Director of Customer Services to join their team. Role Context:Designs and develops the customer services strategy on the country level, within the limits of the Global and Regional customer’s services strategy, to ensure that best-in-class services are provided to customers. Responsivities: Design, develop and execute customer service initiatives and strategies that will ensure service excellence and best-in-class service is delivered to company Customers to support country business imperatives and strategic plans in alignment with the company’s global/regional strategy. Leads, directs and controls all customer service policies, procedures, and activities by providing best in class standards with a view towards establishing and maintaining a competitive advantage in the country so that they meet the organization’s overall business objectives. Monitors/Reduces the cost and maximises effectiveness of activities to prioritize spending and resource allocation on the country level. Drive achievement of all KPI targets through effective management of the Customer Service function in the country. Develops and implements systems, standards, targets, and customer feedback mechanisms to monitor customer service performance and ensures that activities are efficient, consistent, reliable, and in high quality. Liaises with Regional Office, Worldwide Network, OPS, IT, CPD, etc. to ensure that customer service strategies and activities are integrated with other parts of the business and aligned with the overall subsidiary/global line of business objectives to maintain our competitive edge. Analyse national market, customer information & develop a customer specific customer services strategy which is translated into a clear activity plan. Alignment to Business Strategy and implemented through customers achievement of targeted channel growths. Oversees the customer service budget on the country level. Develop performance contracts, performance targets and KPI for customer staff. Build departmental capacity and capability to enable achievement of commercial objectives Align people, competencies to meet the business objectives and manage staff competency levels and performance according to service requirements and business needs. Skills: Attention to detail Organisation Customer focus Strong communication skills Problem-solving abilities Negotiation skills Qualifications: University bachelor degree in a business discipline or relevant education Post-graduate qualification in Management Minimum 8-10 years’ experience within contact centre environment, accompanied with a wide experience at senior level preferably in Logistics/Courier sector or service-oriented business. Minimum 5 years leadership experience within the contact centre environment/context Managed and implemented large projects of a complex nature Ability to travel nationally and internationally Able to facilitate training

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Senior director customer services

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