Responsibilities:
- Develop and Implement Customer Care Strategies: Design and execute programs to enhance customer experience, satisfaction, and loyalty.
- Monitor and Optimize Processes: Update and refine customer service policies, procedures, and standards to meet customer expectations.
- Data Analysis: Track and analyze customer service performance metrics, providing recommendations for improvement.
- Budget Management: Plan and oversee the customer service budget, ensuring effective resource allocation and desired outcomes.
- Regulatory Compliance & Reporting: Ensure all customer care activities comply with legal regulations and company policies, and provide regular reports to management.
- Team Leadership & Development: Recruit, train, and supervise the customer service team to ensure optimal performance.
- Perform other tasks as assigned by direct management.
Qualifications:
- Bachelor’s degree in Business Administration, Marketing, Mathematics, Finance - Banking, or a related field.
- Experience with data analysis tools, customer service software, and relevant systems.
- Proven experience in leading or participating in digital transformation projects.
- Deep understanding of customer service trends and best practices.
- Strong leadership and team management skills.
- Excellent communication, negotiation, and problem-solving abilities.
- Analytical mindset with the ability to make data-driven decisions.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Strategic thinking and long-term planning capabilities.
- Proactive, creative, and adaptable to change.
- High sense of responsibility and commitment to the role.
- Proficiency in English.
