Head of Customer Service Job Description Template
Our company is looking for a Head of Customer Service to join our team.
- Confidence is overrated. Bravery and output are better. Michael Jackson and Kurt Cobain had no confidence, but peop… May. 25, 2018;
- Recruiting and managing a small, multilingual team of customer service agents to accommodate highly seasonal case/call volume;
- Maximising efficiency by identifying and implementing best practices and continuously improving our processes;
- Giving our customers excellent service via email, phone and online chat before and after they make their bookings;
- Manage all customer service processes, remembering that we are becoming more proactive and engaging customers earlier in the buying cycle;
- Assisting account managers and sales teams;
- Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures;
- Talking to managers of campsites in 65 countries, helping them with customer queries and being the first point of call if they need help;
- Increase NPS year on year. Increase promotors and decrease detractors;
- Measuring and reporting. Agree priorities and standards and then manage the CS team to deliver them;
- Specific tasks (not an exclusive list, but indicative);
- Training. Ensure continual upskilling in customer services through evaluation, development and training of staff.
- Confidence is overrated. Bravery and output are better. Michael Jackson and Kurt Cobain had no confidence, but peop… May. 25, 2018.