Head of Customer & Client Services
Job Summary:
We are seeking a dynamic, results-driven, and customer-centric individual to lead our Customer & Client Service department. As the Head of Customer & Client Service, you will play a pivotal role in ensuring our customers have an exceptional experience throughout their entire journey with EasyGo. You will be responsible for building and leading a team of customer service professionals, optimising service operations, and establishing processes that promote customer & client satisfaction.
Key Responsibilities:
Leadership & Strategy
* Lead, develop, and mentor the Customer & Client Service team to ensure optimal performance and growth.
* Define and implement the overall customer & client service strategy in line with company objectives.
* Collaborate cross-functionally with other departments (sales, marketing, operations, and product development) to drive customer-centric initiatives.
* Build a culture of excellence, accountability, and continuous improvement within the customer service team.
Customer Experience & Satisfaction
* Oversee customer/user support B2B and B2C channels, including phone, email, chat, and social media, ensuring high-quality service delivery.
* Proactively identify trends in customer feedback, product issues, and service improvements to drive solutions and achieve the agreed customer SLAs.
* Develop and execute strategies to address customer pain points, with a focus on improving retention, loyalty, and lifetime value.
* Champion the customer voice, ensuring feedback is shared and considered in company decision-making.
Client & Relationship Management
* Build and maintain strong relationships with clients, customers and users, acting as their primary point of contact for all service-related matters.
* Oversee the delivery of services to clients and ensure that all client needs are met in a timely and professional manner.
* Manage client issues and complaints, ensuring quick and effective resolution. Track and follow up to ensure client satisfaction.
* Collect client feedback and generate reports to monitor service performance and identify areas for improvement.
Operational Excellence & Efficiency
* Develop and optimise customer service processes, tools, and systems to improve efficiency and enhance customer experience.
* Establish KPIs, track performance, and implement process improvements to ensure effective service delivery and issue resolution.
* Monitor and report on key metrics such as customer satisfaction, response times, resolution rates, and more.
Team Management & Development
* Provide continuous coaching, feedback, and performance evaluations to support team members’ growth and success.
* Foster a positive work environment that promotes collaboration, respect, and empowerment.
Collaboration & Communication
* Act as the main point of contact for all customer & client service-related matters with leadership teams and external stakeholders.
* Work closely with the product and technical teams to communicate customer feedback, identify areas for improvement, and provide solutions to recurring issues.
Qualifications & Skills:
* Bachelor's degree in Business Administration, Operations, or a related field (Master’s degree is a plus).
* 7+ years of experience in customer & client service management, with at least 3 years in a leadership role, preferably in the automotive, EV, or tech industry.
* Deep understanding of customer service best practices, digital tools, and strategies, including CRM software and contact centre management systems.
* Proven track record of leading a team, building high-performing cultures, and driving customer satisfaction.
* Strong problem-solving, communication, and interpersonal skills with the ability to work collaboratively across teams.
* Excellent analytical skills with a data-driven approach to decision-making.
* Passion for electric vehicles, sustainability, and delivering exceptional customer experiences.
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