Minimum of a Bachelor's Degree in either business-related studies or PR & Communication
Minimum of 6 years of experience in a similar industry or a related role with a minimum of 3 years at senior level.
Proven and extensive track record of driving Customer experience from Retail Banking, Corporate Banking, Telecoms or hospitality industry.
Experience in managing Contact Centre operations.
Proficiency in using customer service software and tools such as CRM systems.
Ability to lead and motivate a team, setting clear goals, providing guidance and fostering a positive work environment.
Excellent verbal and written communication skills to interact with customers, colleagues, and other departments effectively. This includes active listening, empathy and the ability to convey information clearly and concisely.
Strong problem-solving skills to address customer issues and resolve conflicts in a timely and effective manner.
Flexibility to adapt to changing customer needs, business priorities, and technological advancements in the field of customer service.
Ability to make informed and timely decisions to address customer issues, allocate resources effectively, and drive continuous improvement in customer service operations.
Ability to analyse customer service data to identify trends, patterns, and areas for improvement.
Implementing quality assurance processes to ensure consistent delivery of high-quality customer service across all channels.
Basic technical knowledge to troubleshoot common customer issues and provide technical support when necessary.
GK
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