Regional Head of Customer Service IMEA_Adhesive Technologies
Henkel
Dubai, United Arab Emirates
منذ 2 يوم

YOUR ROLE

  • Developing, managing & completing regional CS projects that will contribute to improved service levels, business growth, increased efficiencies and consequently reduced costs.
  • Liaise with other functions to analyze customer feedback and develop programs effective for improved customer experience.
  • Overall Regional CS team management : Disciplinary, appraisals, holidays, absences.
  • Arranging training for & coaching all staff to ensure CS staff can provide top class customer experience.
  • Measuring the adherence of CS teams to Customer Service strategic vision, working processes, business standards, CS KPIs, cost management & CNWC.
  • Working with CS Managers to generate a robust framework to improve our end to end process, identifying & implementing improvement plans per country / area / unit, as required.
  • Representing CS needs to the business that will improve cross-functional / departmental working & will lead to efficiency & service level optimisation.
  • Managing A-IMEA CS structural & non structural cost budget.
  • Running regular OTC process audits to detect gaps & then rolling out required gap closure initiatives.
  • Working proactively to ensure all A-IMEA SHE objectives are achieved, whilst ensuring customer service teams operate in compliance with SHE regulations.
  • Focusing on eliminating & minimizing root causes of customer complaints, especially those related to customer service topics.
  • Credit notes to be monitored, with Supply Chain related root causes being addressed with necessary improvement actions and systematically reduced & eliminated.
  • Conceptualizing & improving the efficiency of our service offering to customers, by deploying automatic order entry tools such as EDI’s & automatic portals, optimizing frequency of deliveries to customers & ensuring first time right customer communication.
  • Deliver customer experience improvements measured by contact reduction (volume of calls / chats / emails to customer service) and customer satisfaction.
  • Launching new and innovative channels for customer service including social media.
  • Managing escalations and suggestions from Customer Service agents.
  • Assisting Customer Service agents with technical and knowledge support.
  • YOUR SKILLS

  • Track record of solving complex problems.
  • Strong data analysis skills and experience working with business intelligence tools
  • Master’s degree in Business Administration or relevant field with excellent academic results
  • At least 10 years of management experience in the Customer Service or Customer Experience field
  • Ability to adapt, change and grow quickly.
  • A true entrepreneur.
  • Customer obsession in everything you do.
  • Excellent people and time management skills with great attention to detail.
  • Strong client facing and communication skills.
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