Customer Service Operations Director

3 weeks ago


Sandton, South Africa Coloplast Full time

Key Responsibilities:

  • Lead the customer service team in delivering high-quality services and exceeding customer expectations.
  • Develop and implement effective processes to improve efficiency, productivity, and quality.
  • Analyse data and metrics to identify areas for improvement and develop strategies to address them.
  • Collaborate with cross-functional teams to drive business growth and achieve commercial objectives.
  • Drive continuous improvement initiatives to enhance customer satisfaction, loyalty, and retention.
  • Manage and mentor a team of customer service professionals to ensure they have the necessary skills and knowledge to excel in their roles.
  • Prioritise and manage multiple projects simultaneously, ensuring timely completion and delivery of results.
  • Act as a liaison between customer-facing teams and other departments to facilitate communication and collaboration.
  • Provide regular reports and updates to senior management on team performance, progress, and challenges.

About Coloplast:

Coloplast is a leading medical device company that develops and markets products and services to make life easier for people with intimate healthcare needs. With over 16,000 employees across more than 143 countries, we strive to create a workplace where diversity and inclusion thrive. Our goal is to empower our employees to bring their unique perspectives and experiences to work each day, fostering a culture of belonging and growth.

Requirements:

  • Bachelor's degree or similar qualification.
  • 3-5 years of experience in customer service leadership, preferably in a medical device industry.
  • Proven track record of driving process improvements, cost savings, and revenue growth.
  • Excellent communication, interpersonal, and leadership skills.
  • Ability to analyse complex data and develop strategic recommendations.
  • Familiarity with Microsoft Office tools, including Excel, PowerPoint, and Word.

Salary: R850,000 - R1,200,000 per annum, depending on experience and qualifications.



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