Service Delivery Director
23 hours ago
Job Description:
The Service Delivery Director at Whiteplane, Inc. is responsible for leading the customer service and aftersales operations.
This role involves managing a team of customer service representatives, handling escalations, and developing strategies to improve the overall customer experience.
The manager will work closely with other departments to enhance service efficiency, drive customer loyalty, and implement best practices in aftersales support.
Main Responsibilities:
- Lead the customer service team to ensure high performance and professional service delivery.
- Oversee aftersales processes, including handling customer complaints, warranty claims, returns, and service requests.
- Develop and implement customer service policies, procedures, and training programs.
- Monitor customer interactions and feedback to identify areas for improvement and optimize service strategies.
- Collaborate with sales, operations, and product teams to address customer concerns and enhance overall satisfaction.
- Ensure timely resolution of escalated issues while maintaining a customer-centric approach.
- Track and analyze key performance metrics to measure team effectiveness and customer service quality.
- Develop retention and loyalty programs to enhance customer engagement and repeat business.
- Stay updated on industry trends and best practices to continuously improve service standards.
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