Director of Customer Service

The job holder will be responsible for developing, continuously improving, and delivering exceptional customer service in a BTS (Built to sell) environment to enhance customer experience and, in turn, enable customer loyalty and retention.

Key Accountabilities:

• Oversee day-to-day operations of the customer service department and work with a team of customer service representatives to ensure that all customer inquiries are handled promptly and professionally.
• Manage all customer service-related matters, including after-sales and sales operations, handover, and beneficial occupation processes. Proactively address any community management challenges that may arise, ensuring effective resolution and Customer satisfaction.
• Create and implement efficient and balanced workflows that maximise efficiency and produce high service quality and customer satisfaction, improving NPS (Net Promoter Score), CSAT (Customer Satisfaction), or other Customer Metrics.
• Develop and execute contact improvement strategies cross-functionally with other peers using multiple data sources (e.g., Voice of Customer, Voice of Associate, and Business Intelligence) to ensure qualitative processes are aligned with business standards.
• Monitor and measure service metrics and volume to develop standards, improvements or changes to workflows and resource allocation whilst monitoring customer feedback and requests.
• Be the focal point of contact between the company verticals and its customers in providing necessary support in clarifying queries and in resolving customer issues in line with corporate governance frameworks, policies and procedures underpinned by DOA's (Delegation of Authority).
• Develop and implement strategies to improve customer satisfaction, loyalty, and retention. This includes creating new training programs or updating existing ones to better equip customer service representatives with the tools they need to provide exceptional service.