Job Summary:
The role is responsible for shaping and executing the company’s customer experience strategy, ensuring superior customer experience across all customer touchpoints. This role plays a pivotal part in enhancing customer satisfaction, loyalty, and retention by leading a dedicated team, optimizing service delivery, and driving continuous improvement initiatives. Acting as the voice of the customer, the role involves efficient use of resources at DTC and collaborating with various departments to ensure that all services meet and exceed customer expectations. Additionally, this role involves leveraging customer insights, data analytics, and technology to personalize interactions, proactively address concerns, and foster a culture of excellence in customer engagement.
Key Accountabilities:
Define a strategy/plan for the section in line with the objectives of the Company, overall DTC strategy, and commitment towards Customer Happiness. Oversee all activities related to services assessment/design/delivery in line with best practices and international standards, and propose key initiatives for service improvement projects. Lead and manage a team of customer service representatives to provide outstanding customer support and address customer inquiries and concerns in a timely manner. Develop and implement strategies to enhance customer satisfaction and loyalty, focusing on key performance indicators such as response time, resolution rate, and customer feedback. Collaborate with cross-functional teams to identify areas for improvement in processes and procedures, and develop and implement solutions to enhance the overall customer experience. Organize and participate in webinars, customer events, and user group meetings to gather information from customers and service users and build strong customer relationships. Establish CHS Key Performance Indicators (KPI’s) that meet the objectives of the Section and communicate the list of KPI’s with the office team. Oversee the development of Service Inspection and Assessment Plans as well as Service Re-design and Improvement Plan,s and report the findings and progress to all internal stakeholders and DTC higher management. Implement a comprehensive Complaints Management System, ensuring timely closure of customer complaints, and establish control procedures to avoid the recurrence of similar complaints. Ensure that all key processes are streamlined with the Customer Support and CRM tools used in DTC and integrated with technology whenever applicable to minimize operational inefficiencies and waste. Oversee the development of DTC Services Catalogues to ensure alignment with the actual customer journeys and information communicated with customers through various channels, and provide any guidance required to enhance the information communicated with customers (verbally, written, or visually) through DTC communication channels. Monitor and measure performance of the Section against identified KPIs, identify root causes, key risks, or gaps, if any, and proactively implement corrective measures and share reports with upper management on progress. Conduct regular training and coaching sessions to develop the skills and knowledge of the customer service team. Foster a positive and collaborative work environment that promotes teamwork, accountability, and a customer-first mindset. Evaluate incoming customer inquiries and requests promptly and accurately. Oversee and support call center agents in resolving escalated complaints and complex issues. Review customer feedback, survey results, and performance metrics to identify trends and areas for improvement.