Customer Service Leadership Opportunity
We are committed to delivering exceptional customer experiences and are now taking a significant step in building our Customer Service Department. This pioneering role will lead the initiative from the ground up, developing processes, teams, and strategies that elevate our brand.
Key Responsibilities:
* Establish the Customer Service Department by defining operational frameworks, workflows, and performance indicators for the new department.
* Select and implement cutting-edge technological tools such as generative AI platforms, chatbots, SAP Service Cloud, Zendesk, and Freshdesk to detect frustration in emails/calls and prioritize responses.
* Develop a centralized knowledge base integrated with AI for real-time updates on inventory and order history.
* Recruit and train a customer service team, fostering a culture of empathy, efficiency, and proactive problem-solving.
* Train the team on AI tools such as automated triage, sentiment analysis, and personalized responses.
* Collaborate with Sales, Logistics, and IT teams to ensure access to critical data and agile responses.
* Implement continuous feedback systems to align service with customer and company needs.
* Explore advanced use cases such as chatbots for 24/7 support, sentiment analysis to prioritize critical interactions, and automated responses with a human touch.
Ideal Profile:
* Experience in creating or reorganizing Customer Service departments, preferably in digital environments.
* Knowledge of automation tools and service metrics (CSAT, NPS).
* Inspirational leadership with the ability to motivate teams during implementation phases.
* Strategic and analytical mindset, focused on results and continuous improvement.
* Excellent communication skills and resilience to tackle "from scratch" project challenges.