Recruitment Matters Vice President Customer Service SSA Jobs in South Africa

Recruitment Matters Vice President Customer Service SSA Jobs in South Africa

Lead customer service function for the region, provide input and execute implementation of functional strategy both from Global and initiatives at Region level to provide best in class quality for our customers, enhance customer experience, employee engagement and motivation.

Responsibilities:

Define the customer service strategy in line with global vision, regional strategy, business objectives, guidelines and policies

Set strategic direction and drive operational plans, measures and budgets to achieve defined results

Influence and shape the strategic direction for customer experience across the region to support our network

Lead, organize and control highly strategic activities and initiatives across the region with significant impact on overall results and/ or very high business risk potential

Take part in and ensure the smooth consistent daily running of Customer Service across the region including coaching KPI Management, workforce management planning and calibrating quality standards

Be chief energy officer for the CS Management teams across the region and play an active part in engaging our motivated managers and CS international specialists and achieve high levels of engagement and motivation for the benefit of our workplace and customer experience

Custodian of our customer experience by collecting Voice of Customer, responding to escalated customer complaints and drive initiatives to enhance our Insanely Customer Centric service offering across functions

Represent the region on the global executive committee and customer services on the African management board.

Analyse national market, customer information & develop a customer specific customer service strategy which translates into a clear activity plan

Provide expert customer service input for key regional business decisions and programs

Steer and monitor cost and effectiveness of initiatives to prioritize spending and resource allocation for the region

Formulate regional customer service programs, processes and policies to meet business objectives and protect customer relationships and public reputation

Drive systems, standards, targets and customer feedback mechanisms to monitor customer service performance and ensure that activities are efficient, consistent, reliable and of high quality

Scan and identify appropriate technologies for customer service processes and activities to drive and support customer service management

Deliver innovation that influences the way the region is operating and generating revenue

Monitor the

voice of customer and implement solutions to create sustainable solutions

Benchmark, introduce and embed world class customer service management practices and knowledge sharing at the regional level

Liaise with other regional senior executives in other functions to ensure integration of customer service strategies and initiatives with other parts of the business and alignment with business objectives

Manage and lead the voice of customer team to improve the customer experience in the region and improve the measures and key performance indicators

Explore digital solutions that enhance the customer experience

Support and give direction to the Regional Key Accounts for the region for country & global customers who have been nominated regionally in terms of complaint and claim management, problem solving and other contractually agreed services communicated by the relevant stakeholders

Negotiate critical agreements/contracts with other departments and 3rd parties
Global Executive Customer Services board

Develop strong, trusting relationships with senior business leaders across the company and partner organizations

Influence others across the company and externally as an internally and externally recognized thought leader representing the Group

Champion change, collaboration and partnership to provide integrated solutions to problems

Lead multiple teams of executives, directors/senior managers, and managers

Ensure appropriate talent selection, organization and leadership for major areas of the organization

Skills:

Attention to detail

Organisation

Customer focus

Strong communication skills

Problem-solving abilities

Negotiation skills

Qualifications:

Master's degree preferred

10+ years in a similar role

Previous leadership roles at a strategic level

Excellent knowledge of driving strategic initiatives

Proven results in previous role

Previous experience in the Logistics industry is an advantage

How to Apply

For more information and job application details, see; Recruitment Matters Vice President Customer Service SSA Jobs in South Africa

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