
Director of Customer Experience
4 days ago
**Job Title:** Customer Service Director
We are seeking a seasoned professional to lead our customer support team.
About the Role:- This is a pivotal position in ensuring seamless coordination across all divisions to deliver exceptional customer service, manage roadside assistance, handle product complaints, and drive continuous improvement in customer experience.
- Lead and manage a 24x7 call center team handling complaints, roadside assistance, escalations, and general inquiries.
- Ensure optimal staffing and shift rotations to maintain uninterrupted service.
- Monitor team performance using KPIs (response time, resolution rate, CSAT) and drive continuous improvement.
- Identify training needs and conduct regular upskilling sessions.
- Manage third-party vendors to ensure service quality.
- Collaborate with field teams and dealers to resolve escalations and meet defined KPIs.
- Develop and implement a comprehensive customer service strategy.
- Maintain and update a centralized knowledge base to support agents.
- Develop and maintain emergency response protocols for service disruptions.
- Regularly update contingency plans for high call volumes, system outages, etc.
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