Senior Director Customer Services - Johannesburg, South Africa

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Designs and develops the customer services strategy on the country level, within the limits of the Global and Regional customer’s services strategy, to ensure that best-in-class services are provided to the company’s customers.

• Design, develop and execute customer service initiatives and strategies that will ensure service excellence and best-in-class service is delivered to the company Customers to support country business imperatives and strategic plans in alignment with the company’s global/regional strategy.
• Leads, directs and controls all customer service policies, procedures, and activities by providing best in class standards with a view towards establishing and maintaining a competitive advantage in the country so that they meet the organization’s overall business objectives.
• Monitors/Reduces the cost and maximises effectiveness of activities to prioritize spending and resource allocation on the country level.
• Drive achievement of all KPI targets through effective management of the Customer Service function in the country.
• Develops and implements systems, standards, targets, and customer feedback mechanisms to monitor customer service performance and ensures that activities are efficient, consistent, reliable, and in high quality.
• Liaises with Regional Office, Worldwide Network, OPS, IT, CPD, etc. to ensure that customer service strategies and activities are integrated with other parts of the business and aligned with the overall subsidiary/global line of business objectives to maintain our competitive edge.

Key Skills
Communication,
Problem Solving,
Diplomacy,
Motivation,
Trust,
Empathy,
Vision,
Emotional Intelligence