مطلوب مدير خدمات العملاء العالمية في ارامكس في عمان ,الاردن
Global Customer Services Manager
About the job
Job description:
We are seeking a highly motivated and experienced Global Customer Services Manager with a strong background in change management to lead our customer services teams and transformation. In this role, you will be responsible for ensuring the highest level of customer satisfaction by driving strategic changes including extensive digital and cultural transformation and improvements across our customer service operations.
Key Responsibilities
- Change Management: Develop and implement a comprehensive change management strategy to drive continuous improvement and digital and culture transformation/innovation in customer service operations. For example, you will be responsible for implementing large-scale case management systems, voice bots, and other AI technologies.
- Global Team Leadership: Manage and lead a team of customer service professionals located in different regions, ensuring consistent performance and customer-centricity.
- Process Optimization: Identify opportunities to streamline and optimize customer service processes, including workflow automation.
- Customer Experience Enhancement: Collaborate with cross-functional teams to enhance the overall customer experience, leveraging data and feedback to make informed decisions.
- Performance Metrics: Define and track key performance metrics related to customer service, and regularly report progress and areas for improvement to senior management.
- Training and Development: Develop training programs and initiatives to enhance the skills and capabilities of customer service teams, ensuring alignment with organizational goals.
- Compliance and Quality Assurance: Ensure that customer service operations comply with industry regulations and maintain a high level of service quality.
- Budget Management: Manage the customer service budget effectively, optimizing resources to achieve desired results.
- Stakeholder Management and Communication: Communicate effectively with internal stakeholders, including executives, to align customer service initiatives with the overall company strategy.
Experience Required:
إقرأ أيضا:مطلوب مشغل آلة لدى شركة العليان السعودية القابضة في جدة- Bachelor’s degree in business administration, Management, or a related field (Master’s degree preferred).
- Proven experience (8+ years) in customer service management with a focus on change management and process improvement.
- Transformational leadership and team management skills, with experience in leading teams in different regions/locations.
- Excellent communication and interpersonal skills.
- Data-driven mindset with the ability to analyze metrics and make data-backed decisions.
- Familiarity with AI, customer service technologies and tools.
- Experience with project management methodologies is a plus as is lean/ six sigma experience.
- Ability to adapt to a fast-paced and dynamic environment.
إقرأ أيضا:وظائف عمل لدى المركز الوطني للتعليم الإلكتروني في الرياض
