Customer Service Head

About the role

We are seeking a dynamic Customer Service Head to lead our customer service department, ensuring an outstanding experience for our clients. This senior role involves shaping policies, driving performance, and collaborating across departments within the automotive sector.

Key responsibilities

• Lead and manage daily operations of the customer service department to ensure excellent customer experience.
• Develop and implement customer service policies, procedures, and quality standards.
• Handle customer inquiries, complaints, and escalated issues promptly and professionally.
• Monitor customer satisfaction, service performance, and key performance indicators (KPIs), and implement improvement initiatives.
• Coordinate with workshop, parts, and other departments to ensure timely and efficient service delivery.
• Maintain accurate customer service records and prepare periodic performance reports.
• Coach, supervise, and develop the customer service team to achieve departmental objectives.
• Stay updated on automotive industry trends and customer service best practices to enhance service quality.

Required profile

• BSC degree in Mechanical Engineering, Automotive Technology or a relevant field.
• Minimum of 5 years proven experience in customer service.
• Outstanding written and verbal communication skills.
• Good understanding of customer service management practices and techniques.
• Excellent leadership and interpersonal skills.

Required skills