Director of Customer Service Operations

hace 2 semanas

Madrid, Madrid, España Ntt Data A tiempo completo
About the Role

We are seeking a highly experienced and strategic Director of Customer Services to lead our customer service operations in Region/Country or Services Division. As a key member of our leadership team, you will be responsible for ensuring the delivery of exceptional customer service, driving business growth, and optimizing service delivery processes.

Key Responsibilities
  • Develop and execute a comprehensive customer service strategy that aligns with our business objectives.
  • Lead a team of customer service professionals, providing guidance, coaching, and mentoring to ensure high performance and customer satisfaction.
  • Collaborate with cross-functional teams to identify opportunities for process improvements and implement changes that drive business results.
  • Develop and manage key performance indicators (KPIs) to measure customer service performance and make data-driven decisions.
  • Build and maintain strong relationships with clients, stakeholders, and vendors to ensure seamless service delivery.
  • Stay up-to-date with industry trends, emerging technologies, and best practices to ensure our service delivery remains competitive and innovative.
Requirements
  • Significant experience in managing customer service teams, preferably in a global matrixed organization.
  • Proven track record of driving business growth, improving service delivery, and enhancing customer satisfaction.
  • Strong leadership and interpersonal skills, with the ability to inspire and motivate a team.
  • Excellent communication and problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
  • Knowledge of ITIL practices and experience with service management tools and technologies.
What We Offer

We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development. As a valued member of our team, you will have the opportunity to work with a diverse group of professionals, contribute to our company's success, and make a meaningful impact on our customers' lives.

We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and results-driven professional with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.

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