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The Head of Customer Services is an operational leadership role responsible for the development, continuous improvement and delivery of customer service and the development of operational requirements, process, and technology, to deliver key service outcomes for customers within the Tactile Technologies environment.
The Head of Customer Services is responsible for identifying and developing processes and efficiencies for the customer and for leading/developing a team, who will deliver customer interactions across multiple channels, i.e., front, and back office. Telephone. Email. Online. Correspondence.
(Negotiable based on experience)
Improve customer service experience, create engaged customers, and facilitate growth
Take ownership of customers issues and follow problems through to resolution
Set a clear mission and deploy strategies focused towards that mission
Develop service procedures, policies, and standards
Keep accurate records and document customer services actions and discussions
Analyse statistics and compile accurate reports
Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Keep ahead of industry’s developments and apply best practices to areas of improvement
Control resources and utilise assets to achieve qualitative and quantitative targets
Adhere to and manage the approved budget
Maintain an orderly workflow according to priorities
Proven working experience as a Customer Service Manager
Working knowledge of customer service software, databases, and tools
Awareness of the industry’s latest technology trends and application
A qualification in Business Administration or an equivalent in working experience
All applications to be submitted by the 1st of April 2022
To apply, you are required to create your Flinker profile. You can follow this link: