Our client is a company with the following specifications:
🗓Company History: 10+ Years
⚙️Company Industry: E-commerce
🏢Company Size: 101-500 Employees
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Your Impact
As a Customer Service Director, you will play a critical role in shaping and executing strategies to enhance customer satisfaction and operational efficiency within the company.
- Your leadership skills will drive the continuous improvement of customer service operations, ensuring seamless experiences through innovative technology and process optimizations.
- Your expertise in customer service technologies, including IVR systems, and chatbots, will allow you to design and implement advanced solutions that enhance customer interactions and optimize call center performance.
- Your strong strategic thinking and skills in implementing performance-driven KPIs will ensure that customer service teams continuously improve and meet and exceed business objectives.
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What Success Looks Like
In this role, success means leading a customer service team that delivers seamless, efficient, high-quality interactions, ultimately enhancing customer satisfaction and loyalty. You’ll achieve this by developing and executing strategies that optimize customer service processes and creating an environment where teams are motivated, well-trained, and aligned with business goals.
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Key Responsibilities Include:
- Leading the customer service teams, fostering a culture of excellence, accountability, and continuous improvement.
- Supporting call center teams by developing clear KPIs and strategies for performance enhancement.
- Overseeing conflict resolution processes, ensuring efficient problem-solving within teams.
- Involving key stakeholders in strategic decision-making to align customer service with business objectives.
- Collaborating with cross-functional teams to enhance customer experience across all touchpoints.
- Driving operational excellence by monitoring service levels, identifying improvement areas, and optimizing team efficiency.
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What You Bring
To excel in this role:
- You are skilled in customer service technology to optimize IVR systems and digital support tools.
- You have proven experience in leading call center teams to improve efficiency and performance.
- You demonstrate strong skills in KPI development to track and enhance team productivity.
- You possess strategic thinking to align customer service operations with business goals.
- You demonstrate excellent conflict resolution skills to navigate challenges and maintain team cohesion.
- You are highly proficient in team and stakeholder management to drive collaboration and efficiency.
- You have experience working in high-pressure environments to make informed, swift decisions.
- You bring expertise in e-commerce customer service management, ideally as a Head of Call Center or COO in a fast-paced e-commerce environment.
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How This Position Elevates Your Career
This role offers you a leadership position in one of the largest and most well-known technology-driven e-commerce holdings in Iran. You will have the opportunity to shape and optimize customer service strategies at scale, and your expertise will be instrumental in driving innovation, improving operational efficiency, and making a lasting impact on customer experience.
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How this company values your effort
- Attractive benefit package
- Opportunity for growth
- Supportive and dynamic environment
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If you’re ready to take on a high-impact leadership role in one of the most prominent e-commerce organizations in Iran, apply now and drive customer service excellence!
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