Job Opportunity: Head of Customer Service
||Customer Sales, Service, Support & Success
Head of Customer Service
All about the role
In the role of Head of Customer Services IL, you will be responsible for providing impeccable service to end customers and partner restaurants. In addition, in this role, you will be an important link to other departments and pave the way for your team to continuously develop.
You will work directly with managers and the team leaders for the various sub-teams within Customer Services, with Quality Specialists and Operations Support Specialists, among others.
Oversee 250+ employees within the Customer service teams.
Set a clear mission and implement strategies focused on that mission
align to global vision.
Implementing new processes as well as optimizing current processes.
Ensure excellent support in all areas - continuous focus on excellent customer
satisfaction and adherence to agreed SLAs
Observing and analyzing processes and day-to-day business, including through reporting
Keeping track of financial goals, anticipating and planning annual budgets
Working closely and maintaining good relationships with other departments
Cross-border cooperation and development of new processes
Supporting optimal staff scheduling and shift planning
Promote team building activities and high employee satisfaction levels
Conducting regular feedback sessions and supporting employee development
Being available as a contact person for the team
Lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures
Create a culture and processes which achieve the business goals and objectives with regards to their customer service;
Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric.
Identify new tools and technologies to better serve the customer
Can you deliver...
English- High level
Extensive experience in managing operational customer service teams
You have an excellent knowledge of the Customer Services area due to your previous experience
Experience working with large teams (200+ employees) and leading senior managers.
Excellent communication skills and empathy towards your employees, especially in stressful situations
Excellent knowledge of management methods and techniques
A structured way of working as well as analytical skills
Confident appearance and assertiveness
Organizational talent and hands-on mentality
If your team needs you on weekends or in the evenings, you won't let them down (our CS Center is open Sunday-Saturday from 08:00 to 24:00). Regularly you work in the usual office hours from Sunday to Thursday.
Ability to think strategically and to lead
Able to adapt and succeed in a changing environment
Evidence of well-developed leadership skills.
To apply for this and many other job opportunities paid membership is required
If you are already a member
“Thank you so much for this wonderful site. Thank G-d I found a job and am satisified.” (Dena, Jerusalem)