Strategic Customer Service Leader

4 weeks ago


Espoo, Uusimaa, Finland Codento Full time
Lead Our Customer Service Team to Excellence

We are seeking a seasoned leader to drive our customer service function to new heights. As the Head of Customer Service and Admin, you will be responsible for building and leading high-performing teams, designing and implementing excellent processes, and drafting and executing department strategy and budget.

Key Responsibilities:
  • Team Leadership and Performance Management: Build and lead a team of 7 Customer Service Team Managers and oversee the performance of around 70 employees.
  • Process Excellence: Design, facilitate, and manage excellent processes organization-wide, maintaining high standards and customer satisfaction.
  • Strategic Vision: Draft and implement department strategy and budget, aligning with organizational goals.
  • Policies and Procedures: Draft, implement, and execute policies to enhance customer service quality, establishing performance metrics and KPIs.
  • Continuous Improvement and Feedback Analysis: Identify tech, equipment, and policy improvements for enhanced customer experience and retention, implementing methods to record, assess, and analyze customer feedback in collaboration with other teams.
Requirements:
  • A proven track record of great leadership, change management, and customer service skills.
  • Experience of leadership in a contact or service center environment and vision of modern customer service technologies, automation, and the use of AI.
  • Preferably experience in an international matrix organization.
  • Robust analytical and problem-solving abilities.
  • Excellent verbal and written communication skills in Finnish and in English.
Why Choose Us?
  • We have a truly international team of professionals who are passionate about what they do.
  • We offer fantastic opportunities for professional growth and development, with in-house trainings and a yearly personal budget for professional development.
  • We have a comprehensive set of benefits that are designed to support your well-being and help you grow both personally and professionally.


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