
Delivering Exceptional Customer Experiences
1 week ago
About Our Team
We strive to deliver exceptional customer experiences by creating thoughtfully crafted, user-centric solutions.
Job Overview:
To oversee the customer service operations, setting the vision and standards for delivering outstanding customer interactions. This role involves leading a team of professionals, developing best-in-class service processes, analyzing feedback for continuous improvement, and ensuring that every customer interaction reflects our brand values of quality, empathy, and trust.
Main Responsibilities:
- Leadership & Strategy:
- Develop and implement the customer service strategy, policies, and SOPs aligned with our brand values.
- Lead, mentor, and inspire the customer experience team, fostering a culture of accountability and excellence.
- Set and track service KPIs to monitor quality, efficiency, and customer satisfaction.
- Cross-Functional Collaboration:
- Partner with other departments to act on customer feedback and improve offerings.
- Represent the voice of the customer in leadership meetings, influencing decisions on product design, policies, and communication.
- Data-Driven Insights & Process Improvement:
- Analyze trends in customer queries, complaints, and satisfaction levels to inform strategic changes.
- Implement tools, training, and processes to increase team efficiency and improve first-contact resolution rates.
Requirements:
- A proven track record (8–10 years) in leading customer care operations, preferably in D2C, premium retail, or e-commerce sectors.
- Strong leadership, coaching, and interpersonal skills.
- Excellent communication skills; multilingual proficiency is a plus.
- Data-driven decision-making with strong problem-solving abilities.
- The ability to thrive in a fast-paced environment.
Why Join Us?
- Lead the customer care function of a growing company.
- Opportunity to directly shape customer experiences and brand perception.
- Work in an innovation-driven, customer-first culture.
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