Director Customer Service
hace 6 días
**Job Title**: Director Customer Service
**Location**: Monterrey, Mexico
**Company**: Johnson Controls International (JCI)
**What you will do**:
The Director of Customer Service is responsible for leading and developing the customer service strategy of Johnson Controls. This role involves overseeing customer care operations, ensuring customer satisfaction, and enhancing the overall customer experience. This position will drive performance metrics, manage customer service teams, and implement best practices across all service channels.
**How you will do it**:
- Develop and implement customer service policies and procedures to enhance customer satisfaction.
- Lead and motivate customer service teams to achieve performance goals and KPIs.
- Analyze customer feedback and service data to identify areas for improvement.
- Collaborate with other departments to ensure seamless customer experiences across all touchpoints.
- Foster a culture of continuous improvement and innovation within the customer service team.
- Manage budget and resource allocation for customer service operations.
- Ensure compliance with company standards and regulatory requirements.
**What we look for**:
- Bachelor's degree in Business Administration, Management or related field.
- 8+ years of experience in customer service management, with a proven track record of leading teams.
- Strong analytical skills and the ability to use data to drive decisions.
- Excellent communication and interpersonal skills.
- Experience with customer relationship management (CRM) tools and service management platforms.
- Knowledge of Salesforce, SAP as a plus.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong leadership qualities with a focus on team development and engagement.
At Johnson Controls, we are committed to fostering a diverse and inclusive workplace. We offer competitive salaries, comprehensive benefits, and opportunities for growth and advancement. Join us in making a difference
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