Strategic Customer Service Director
1 week ago
About Penbrothers
We are a pioneering HR and talent management partner, utilizing cutting-edge solutions in the Philippines to shape the industry.
We empower talented Filipinos to access global opportunities at top-performing startups and businesses, fostering growth and success from the comfort of their homes.
About Our Client
Our esteemed client is a groundbreaking force in fleet management technologies, empowering drivers and fleets to achieve unparalleled efficiency, productivity, and profitability.
With their platform offering customized services and programs, they safeguard and connect thousands of fleets and 1.6 million drivers across 60+ countries worldwide.
About the Opportunity
This visionary Customer Success Team Manager position demands an exceptional leader to spearhead a high-performing customer support team, guaranteeing unparalleled support and solutions for our clients.
You will be responsible for driving key performance metrics, cultivating a customer-centric culture, and elevating overall customer satisfaction and loyalty.
- Leadership:
- Lead, mentor, and motivate a high-performing team of customer service representatives to reach optimal performance.
- Foster a culture of continuous improvement and collaboration, empowering your team to excel.
- Conduct regular performance reviews, provide constructive feedback, and develop comprehensive development plans for each team member.
- Partner closely with client leadership to identify training and mentorship needs, ensuring continuous skill development.
- Serve as the point of contact for client escalations, demonstrating exceptional problem-solving and de-escalation skills.
- Operational Effectiveness:
- Oversee and manage Service Level Agreement (SLA) compliance, ensuring timely and effective resolution of customer inquiries.
- Streamline case management by efficiently monitoring and distributing client cases across the team.
- Develop specialized teams to address high-complexity or sensitive cases, ensuring faster turnaround times.
- Proactively address ticket volume and backlog, optimizing workflows and minimizing unresolved issues.
- Drive improvements in Average Handling Time (AHT), balancing speed with exceptional service quality.
- Customer Loyalty:
- Champion initiatives to enhance First Contact Resolution (FCR) rates, empowering your team with effective problem-solving strategies.
- Analyze and improve Customer Satisfaction (CSAT) scores, identifying areas for improvement and implementing strategies to surpass customer expectations.
- Data Insight:
- Regularly analyze key performance metrics such as SLA, ticket backlog, FCR, CSAT, and AHT to identify trends and opportunities for improvement.
- Prepare and present insightful reports to leadership, providing actionable recommendations based on data analysis.
- Cross-Functional Alignment:
- Build strong relationships with other departments such as billing, accounts receivable, implementation, contracts, and technical teams to ensure seamless customer experiences.
- Actively gather and communicate customer feedback to client leadership to drive product and service enhancements.
Key Requirements
- Experienced Leader: At least 5 years of successful experience in a customer service leadership role, preferably within a technology-driven environment.
- Metrics Expertise: A strong understanding of customer service metrics and the ability to leverage data for performance management.
- Communication Expert: Excellent communication and interpersonal skills, with the ability to effectively communicate with clients and team members at all levels.
- Analytical Mindset: A strong analytical mindset with the ability to interpret data, identify trends, and implement data-driven strategies.
- Customer Advocate: Passionate about customer advocacy and committed to delivering exceptional customer experiences.
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