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Customer Care Director 🔥


Position Overview:
As the Customer Care Director, you will oversee strategy, operational excellence, and lead the customer experience initiative for pre and post-transaction support to our customers. Through the primary responsibilities listed below, this position will play a critical role in the evolution of ecoATM/Gazelle’s Customer First commitment. The Customer Care Director will evolve, develop, and build a best-in-class team to continuously improve KPIs, customer satisfaction metrics, and employee engagement and retention. The Customer Care Director will demonstrate a strategic mindset that can articulate multiple business objectives, at an executive level, while driving results and leveraging the team in every interaction with our customers.

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Key Responsibilities: *

  • Develop a Voice of the Customer culture with a goal of improving the end-to-end Customer experience, advocating for our customers at every step of the customer experience.
  • Rely on data and experimentation to optimize everything all the time.
  • Deeply believe that customer care is not a call center. At ecoATM/Gazelle, it is an extension of delivering a best-in-class customer experience.
  • Partner with leaders across the organization to implement functional solutions to ensure we are delivering our Customer First commitment consistently with a high-end experience.
  • Deliver productivity gains by driving operational efficiencies and process improvements while maintaining or exceeding key performance metrics.
  • Attain key performance metrics including, NPS, Handle Time, Quality, Reliability, and First Contact Resolution.
  • Drive innovation and lead ROI analysis and prioritization of key investments.
  • Define technology or automation requirements to support capital project initiatives.
  • Lead, evaluate and coach a team of Customer Care professionals.
  • Develop and manage the annual budget.
  • Interact regularly with executive leadership to ensure that customer care priorities are aligned with total company direction.

Knowledge, Skills & Abilities

  • Expand our vision of being the most customer centric smartphone re-commerce company in the world.
  • Scale and lead an operation of Customer Care Representatives and Leaders to deliver best in class service to our customers.
  • Partner with our Product and Engineering teams to build or buy features and tools that increase reliability, decrease support requests, and increase service efficiency.
  • Identify and present trade-offs at the executive level about customer care investment vs. enablement investments.
  • Communicate a compelling picture of our vision and strategy that motivates and inspires others to achieve Customer First goals with a sense of urgency and enthusiasm even under tough circumstances.
  • Make quality and timely decisions that advance our mission and achieve success consistent with our values.
  • Build and develop diverse, talented, and passionate teams that apply their creativity and unique perspectives to achieve common goals.
  • Demonstrate high expectations of self and others by holding self and others responsible to meet commitments, find solutions, and own outcomes.
  • Gain the confidence, mutual respect, and trust of others through honesty, transparency and authenticity.
  • Salesforce & Tableau Experience Desirable
  • Proficient use of PC, including standard office software systems. MS Office (Word, Excel, PowerPoint, Visio, etc.)

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Education & Experience: *

  • 10+ years of proven success in leading, building, and managing highly effective customer service teams.
  • A strong leader that inspires commitment to achieve exceptional customer loyalty, teamwork to deliver results, transparency of performance, flexibility to shift priorities, and mobilize resources with an appropriate sense of urgency.
  • The experience and track record of building a Customer First Culture.
  • Strong track record of Customer Service Team management with experience of direct and indirect management of customer service agents.
  • Experience leading transformational cross-functional initiatives.
  • Automated retail, wireless telecommunications, or e-commerce experience a plus.

Job Type: Full-time

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