Senior Director Customer Services

7 days ago


Johannesburg, South Africa HR Genie Full time

Designs and develops the customer services strategy on the country level, within the limits of the Global and Regional customers services strategy, to ensure that best-in-class services are provided to the companys customers.

Design, develop and execute customer service initiatives and strategies that will ensure service excellence and best-in-class service is delivered to the company Customers to support country business imperatives and strategic plans in alignment with the companys global/regional strategy.
Leads, directs and controls all customer service policies, procedures, and activities by providing best in class standards with a view towards establishing and maintaining a competitive advantage in the country so that they meet the organizations overall business objectives.
Monitors/Reduces the cost and maximises effectiveness of activities to prioritize spending and resource allocation on the country level.
Drive achievement of all KPI targets through effective management of the Customer Service function in the country.
Develops and implements systems, standards, targets, and customer feedback mechanisms to monitor customer service performance and ensures that activities are efficient, consistent, reliable, and in high quality.
Liaises with Regional Office, Worldwide Network, OPS, IT, CPD, etc. to ensure that customer service strategies and activities are integrated with other parts of the business and aligned with the overall subsidiary/global line of business objectives to maintain our competitive edge.

**Key Skills**
Communication,
Problem Solving,
Diplomacy,
Motivation,
Trust,
Empathy,
Vision,
Emotional Intelligence
- Qualifications- University bachelor degree in a business discipline or relevant education
- Post-graduate qualification in Management
- Minimum 10 years experience within Customer Services, accompanied with a wide experience at senior level preferably in Logistics/Courier sector or service oriented business.
- Has multinational and cross border experience
- Has managed large teams of 15
- Minimum 3 years leadership experience



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