Head of Department Customer Relations
6 days ago
TIME's group is seeking a highly skilled and experienced professional to lead our Customer Relations department. As Head of Department, you will be responsible for developing and implementing strategies to enhance customer satisfaction and loyalty.
Key Responsibilities:- Customer Support: Oversee the Customer Support team to ensure efficient handling of customer inquiries and issues.
- Customer Success: Develop and execute strategies to enhance customer success and retention.
- Customer Experience: Design and implement initiatives to improve the overall customer experience.
- Strategic Planning: Develop and manage the departmental budget and identify process improvements to enhance efficiency and customer satisfaction.
- Team Development: Recruit, train, and mentor team members to build a high-performing department.
Requirements:
- Minimum bachelor's degree in business administration, marketing, or a related field.
- Minimum of 5 years in customer support, customer success, or customer experience roles.
- Minimum 3 years of experience in a leadership role, effectively managing and motivating teams to achieve high performance and customer satisfaction.
- Proficiency in data analysis tools and software (e.g., Excel, Power BI, PowerPoint, CDP, DMS or similar).
- Strong customer-centric mindset, with a focus on understanding and meeting customer needs.
- Passion to facilitate resolution of problems and alleviate conflicts tactfully.
- Strong organizational and time management skills.
- Strong character in leadership and mentorship.
- Ability to work collaboratively across departments.
- Adaptability and flexibility.
- Good communication skills and presentation skills; must be able to converse fluently in English and Bahasa Malaysia.
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