Customer Service Director
hace 11 horas
About Grafton
Grafton is a dynamic and innovative fintech company dedicated to revolutionizing the financial services industry. We are seeking a visionary Customer Service Director to lead our team and drive our growth strategy forward.
Job Summary
As the Customer Service Director, you will be responsible for overseeing the entire post-sale customer experience, including the management of our Contact Center operations. Your role is crucial in ensuring that our customers receive top-tier support, from problem resolution to service inquiries, all while fostering a culture of continuous improvement.
Key Responsibilities
- Customer Experience Leadership: Develop and implement a customer service strategy that enhances post-sale experiences, ensuring high satisfaction and retention rates.
- Contact Center Management: Oversee the day-to-day operations of the Contact Center, ensuring it operates efficiently and meets performance metrics (response time, resolution rate, etc.).
- Team Leadership: Lead, mentor, and develop a team of customer service managers and agents, fostering a culture of collaboration, empathy, and excellence.
- Process Improvement: Continuously assess and refine customer service processes to improve response times, reduce escalations, and enhance service quality.
- Data-Driven Strategy: Analyze customer service metrics and trends to identify areas for improvement, making data-driven decisions to enhance performance.
- Cross-functional Collaboration: Work closely with product, engineering, and sales teams to ensure customer feedback is incorporated into product development and service improvements.
- Escalation Management: Handle complex or high-priority customer issues, ensuring swift and satisfactory resolution.
- Customer Advocacy: Act as the voice of the customer within the organization, driving initiatives that improve overall customer satisfaction and loyalty.
- Compliance and Risk Management: Ensure customer service operations adhere to regulatory requirements and internal policies, particularly in relation to financial services.
Qualifications
- Bachelor's degree in Business, Communications, or a related field; MBA or advanced degree preferred.
- 8+ years of experience in customer service management, with at least 3 years in a leadership role, preferably within fintech or a related industry.
- Proven track record in managing contact centers and post-sale customer service operations.
- Strong leadership and team development skills, with experience in leading large teams.
- Excellent communication, problem-solving, and decision-making skills.
- Data-driven mindset with the ability to analyze and interpret customer service metrics.
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