Job Title
A visionary leader is required to spearhead the development of a cutting-edge customer service department.
* Create and implement processes, workflows, and key performance indicators (KPIs) for the new department.
* Select and deploy technological tools such as generative AI platforms, chatbots, SAP Service Cloud, Zendesk, and Freshdesk to enhance response efficiency and quality.
* Design a centralized knowledge base integrated with AI for real-time updates on inventory and order history.
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Key Responsibilities
1. Structure the Customer Service Department:
* Define processes, workflows, and KPIs for the new department.
* Select and implement technological tools (e.g., generative AI platforms, chatbots, SAP Service Cloud, Zendesk, Freshdesk) to detect frustration in emails/calls and prioritize responses.
* Create a centralized knowledge base, integrated with AI for real-time updates on inventory and order history.
2. Team Leadership and Training:
* Recruit and train a customer service team, fostering a culture of empathy, efficiency, and proactive problem-solving.
* Train the team on AI tools (e.g., automated triage, sentiment analysis, personalized responses).
3. Cross-Department Collaboration:
* Work with Sales, Logistics, and IT teams to ensure access to critical data (e.g., inventory, customer history) and agile responses.
* Implement continuous feedback systems to align service with customer and company needs.
4. Innovation with AI:
* Explore advanced use cases, such as:
o Chatbots for 24/7 support.
o Sentiment analysis to prioritize critical interactions.
o Automated responses with a human touch (e.g., AI-generated personalized emails).
Ideal Candidate Profile
* Proven experience in creating or reorganizing customer service departments, preferably in digital environments.
* Knowledge of automation tools (e.g., SAP, generative chatbots, CRM) 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.
Benefits and Career Opportunities
* A unique opportunity to build a department from the ground up, with the freedom to innovate and shape processes.
* A dynamic environment with leadership support for investments in tools and training.
* A career plan aligned with the department's growth.