Head of Customer Service

We are seeking a Head of Customer Service based in Auckland, New Zealand, to lead their internal Customer Service team based in Auckland. As the Head of Customer Service, you will be responsible for ensuring a high level of customer satisfaction and delivering exceptional service to their valued clients.

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Responsibilities:

• Lead, mentor, and develop the Customer Service team, fostering a positive and collaborative work environment.
• Establish and maintain customer service standards and procedures, ensuring efficient and effective service delivery.
• Monitor and analyze customer service performance metrics, identifying areas for improvement and implementing corrective actions.
• Manage customer inquiries and escalations, ensuring timely and satisfactory resolutions.
• Collaborate with other departments to optimize processes and provide seamless customer experiences.
• Stay up-to-date with industry trends and best practices, implementing relevant changes to improve customer service operations.

Requirements

• Minimum of 5 years of experience in a customer service leadership role.

• Proven track record of driving customer satisfaction and team performance.
• Excellent leadership and coaching skills, with the ability to motivate and inspire a team.
• Strong problem-solving and decision-making abilities.
• Exceptional communication and interpersonal skills.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Experience in managing customer service teams within a contact center or similar environment.
• Proficient in customer service software and CRM systems.

Benefits

• Remote Work

• Permanent Position
• 30-Day Paid Leave
• 5-Day Work Week
• A competitive salary, reflective of your experience
• Health insurance coverage