Customer Experience Manager

Customer Service Department Head Responsibilities

1. Heading the Customer Service department, including on-shore and off-shore teams.
2. Developing and implementing yearly strategic plans to improve customer service operations, enhance customer satisfaction, and meet business objectives.
3. Recruiting, training, and managing a team of customer service representatives, team leaders, supervisors, and support staff.
4. Providing coaching, feedback, and performance evaluations to support their professional development and ensure productivity.
5. Developing and managing the customer service department budget, allocating resources effectively.
6. Developing service procedures, policies, and standards.
7. Managing the functions of receiving, assessing, analyzing, resolving, and documenting customers’ issues and complaints in accordance with agreed requirements.