カスタマーケアディレクター/ Customer Care Director
給与 ¥8,000,000 - ¥11,000,000 per annum
担当コンサルタント Brandon Ehlen
掲載日 2019/04/272019-04-27 2019-06-26 utilities Tokyo JP JPY 8000000 11000000 11000000 YEAR Robert Walters https://www.robertwalters.co.jp
A natural gas and electricity group is looking to hire a Customer Care Director. The candidate who enters this role will be responsible for managing a team to develop a high-quality service organisation.
- Lead a team of managers, analysts and call centre agents to meet customer and business needs
- Build a top-quality customer service organisation through the recruitment, coaching, etc.
- Develop a strong customer experience strategy that also accounts for the organisation’s limitations
- Develop governance processes to support the call centre and customer life cycle
- Proactively identify trends, competitive advantages, and risks
- Oversee rigorous analyses of customer feedback, journeys, and issues using leading practice research and analytic methodologies
- Bachelor's degree
- 10+ years of experience with a strong understanding of call centre operations, outsourcing, customer experience management, and customer retention
- Experience establishing and leading a call centre
- Experience in team management and people development
- Strong understanding of the dynamics of a consumer service business
- Good understanding of analytic and market research strategies and tools
About the Company:
A multinational energy company that delivers natural gas and electricity services to customers in the residential and commercial sectors. Headquartered in the United States, the company is ranked highly and is rapidly expanding its global presence.
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