Head Of Department Customer Relations
- Full Time, onsite
- GatedTalent - Connecting Top Executive Search Firms And Executives
- Selangor, Malaysia
Salary undisclosed
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Responsibilities:
- Leadership and Management (20%)
- Lead and manage the Customer Support, Customer Success, and Customer Experience teams.
- Develop and implement departmental strategies and goals.
- Foster a customer-centric culture within the department.
- Customer Support (15%)
- Oversee the Customer Support team to ensure efficient handling of customer inquiries and issues.
- Implement and monitor key performance indicators (KPIs) to measure effectiveness.
- Ensure timely and accurate assistance through the Customer Careline.
- Customer Success (15%)
- Develop and execute strategies to enhance customer success and retention.
- Collaborate with stakeholders to ensure customers achieve their desired outcomes.
- Monitor customer health metrics and proactively address potential issues.
- Customer Experience (15%)
- Design and implement initiatives to improve the overall customer experience.
- Gather and analyze customer feedback to identify areas for improvement.
- Work with sales, after sales, marketing, and product teams to ensure a seamless customer journey.
- Strategic Planning (15%)
- Develop and manage the departmental budget.
- Identify and implement process improvements to enhance efficiency and customer satisfaction.
- Stay updated on industry trends and best practices to drive innovation.
- Team Development (20%)
- Recruit, train, and mentor team members to build a high-performing department.
- Conduct regular performance reviews and provide constructive feedback.
- Promote professional development and continuous learning within the team.
- Minimum bachelor’s degree in business administration, Marketing, or a related field.
- Minimum of 5 years in customer support, customer success, or customer experience roles.
- Minimum 3 years of experience in a leadership role, effectively managing and motivating teams to achieve high performance and customer satisfaction.
- Proficiency in data analysis tools and software (e.g., Excel, Power BI, Power Point, CDP, DMS or similar).
- Strong customer-centric mindset, with a focus on understanding and meeting customer need.
- Passion to facilitate resolution of problems and alleviate conflicts tactfully.
- Strong organizational and time management skills.
- Strong character in leadership and mentorship.
- Ability to work collaboratively across departments.
- Adaptability and Flexibility.
- Good communication skills and presentation skills must be able to converse fluently in English and Bahasa Malaysia.
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