Posted Mar 12, 2021 4 views
Responsibilities:
• Oversee the Customer Success operations in the WellnessLiving Islamabad Office in Pakistan. This includes multiple Customer Success verticals (Support, Onboarding, Addon Service Departments, Merchant Processing), as well as team leads and department managers.
• Devise new strategies and maintain existing strategies which enable the Customer Success department to achieve optimal FCR, CSAT and service delivery.
• Maintain optimal Customer Success hourly coverage according to team member working hours, based on a primarily North American customer base.
• Monitor team productivity and follow-up with team leads on any action required based on results.
• Perform performance evaluation on team members where corrective action is required.
• Reporting directly to the Director of Customer Success in Head Office and be a primary point of contact in coaching, managing, and motivating your team to serve our members through Wellness Living above-and-beyond customer service model.
• Your goal will be to share intelligence (growth, competitive analysis, market trends and business environment) with department leaders and solicit input for strategic and business planning processes.
Skills & Qualification:
• 5+ years of Customer Service operations management experience with a demonstrated ability to deliver an exceptional customer, client or member experience.
• 5+ years in leadership and people management experience. Proven success in leading, training, and motivating teams
• Demonstrated ability to deliver results through motivation, inspiration, and accountability.
• Related industry experience preferred (i.e. Software)
• Fluency in English Language
Job Details
One Unit is a Business Processing Outsourcing company that provides Customer Support Services for its International Clients.
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