Head of Customer Service Department
Manpower North Macedonia
/job-details/7255
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Manpower, a global leader in workforce solutions, connects talented professionals with leading companies. Our mission is simple - to support your career ambitions while meeting the evolving needs of the job market.
On behalf of our esteemed client, One Macedonia Telecommunications, a newly established telecommunications company backed by the regional investment group 4iG, we are seeking an experienced, strategic, and results-driven Head of Customer Service Department.
The ideal candidate will possess extensive experience in customer service leadership, customer experience management, and service operations. Experience within the telecommunications industry will be considered an advantage, but is not mandatory.
**Description**
- Customer Service Strategy: Develop and implement a comprehensive customer service strategy aligned with the organization's vision, customer experience objectives, and business goals.
- Customer Experience Management: Lead initiatives to enhance customer satisfaction, loyalty, and retention by continuously improving service quality and customer interactions.
- Service Operations Management: Oversee all customer service operations, ensuring efficient handling of customer inquiries, complaints, requests, and support services across all channels.
- Customer Support Excellence: Establish and maintain service standards, policies, procedures, and best practices to ensure consistent and high-quality customer service delivery.
- Team Leadership and Development: Lead, coach, mentor, and develop customer service teams to achieve performance targets and foster a customer-centric culture.
- Stakeholder Management: Collaborate with internal departments and external partners to resolve customer issues, improve service processes, and enhance customer satisfaction.
- Complaint Resolution Management: Oversee the effective handling and resolution of escalated customer complaints and complex service issues, ensuring timely and satisfactory outcomes.
- Service Performance Monitoring: Develop and monitor key service metrics and performance indicators to assess customer service effectiveness and identify improvement opportunities.
- Customer Feedback Management: Implement systems and processes to capture, analyze, and act upon customer feedback to drive continuous improvement initiatives.
- Process Improvement: Identify service delivery gaps and implement process improvements to enhance operational efficiency, service quality, and customer experience.
- Budget and Resource Management: Develop and manage departmental budgets, staffing plans, and resource allocation to ensure efficient service delivery.
- Quality Assurance: Establish quality assurance frameworks and conduct regular service reviews to ensure compliance with organizational standards and customer expectations
**Requirements**
- Bachelor's Degree in Business Administration, Customer Service Management, Marketing, Communications, or a related field. A Master's Degree will be considered an advantage
- Advanced/Negotiation-level proficiency in English
- Minimum 5-10 years of professional experience in customer service, customer experience, customer support, or related leadership roles, with proven success in managing customer-facing operations and teams
- Demonstrated experience in developing and implementing customer service strategies, service excellence initiatives, and customer satisfaction improvement programs
- Strong leadership experience, including team management, coaching, mentoring, and people development
- Proven ability to lead cross-functional collaboration and effectively manage relationships with internal and external stakeholders
- Strong strategic thinking, decision-making, problem-solving, and organizational skills
- Experience in monitoring and improving service performance through KPIs, customer feedback analysis, and continuous improvement initiatives
- Ability to work effectively in a fast-paced, dynamic, and high-pressure environment while maintaining a strong focus on results and customer satisfaction
- Excellent communication, interpersonal, negotiation, and presentation skills
- High level of commercial awareness, resilience, creativity, innovation, and customer-centric thinking
**We offer**
- Full-time employment
- Professional and collaborative working environment
- Dynamic leadership role with a high level of responsibility and impact
Ready to take on a challenge in a fast-growing telecommunications company?
Apply by submitting your CV through the Quick Apply option. Only candidates shortlisted for the next stage of the selection process will be contacted.
By applying for this position, you consent to the processing and storage of your personal data for a period of six (6) months solely for the purposes of this recruitment process. All information provided will be treated with strict confidentiality.
On behalf of our esteemed client, One Macedonia Telecommunications, a newly established telecommunications company backed by the regional investment group 4iG, we are seeking an experienced, strategic, and results-driven Head of Customer Service Department.
The ideal candidate will possess extensive experience in customer service leadership, customer experience management, and service operations. Experience within the telecommunications industry will be considered an advantage, but is not mandatory.
**Description**
- Customer Service Strategy: Develop and implement a comprehensive customer service strategy aligned with the organization's vision, customer experience objectives, and business goals.
- Customer Experience Management: Lead initiatives to enhance customer satisfaction, loyalty, and retention by continuously improving service quality and customer interactions.
- Service Operations Management: Oversee all customer service operations, ensuring efficient handling of customer inquiries, complaints, requests, and support services across all channels.
- Customer Support Excellence: Establish and maintain service standards, policies, procedures, and best practices to ensure consistent and high-quality customer service delivery.
- Team Leadership and Development: Lead, coach, mentor, and develop customer service teams to achieve performance targets and foster a customer-centric culture.
- Stakeholder Management: Collaborate with internal departments and external partners to resolve customer issues, improve service processes, and enhance customer satisfaction.
- Complaint Resolution Management: Oversee the effective handling and resolution of escalated customer complaints and complex service issues, ensuring timely and satisfactory outcomes.
- Service Performance Monitoring: Develop and monitor key service metrics and performance indicators to assess customer service effectiveness and identify improvement opportunities.
- Customer Feedback Management: Implement systems and processes to capture, analyze, and act upon customer feedback to drive continuous improvement initiatives.
- Process Improvement: Identify service delivery gaps and implement process improvements to enhance operational efficiency, service quality, and customer experience.
- Budget and Resource Management: Develop and manage departmental budgets, staffing plans, and resource allocation to ensure efficient service delivery.
- Quality Assurance: Establish quality assurance frameworks and conduct regular service reviews to ensure compliance with organizational standards and customer expectations
**Requirements**
- Bachelor's Degree in Business Administration, Customer Service Management, Marketing, Communications, or a related field. A Master's Degree will be considered an advantage
- Advanced/Negotiation-level proficiency in English
- Minimum 5-10 years of professional experience in customer service, customer experience, customer support, or related leadership roles, with proven success in managing customer-facing operations and teams
- Demonstrated experience in developing and implementing customer service strategies, service excellence initiatives, and customer satisfaction improvement programs
- Strong leadership experience, including team management, coaching, mentoring, and people development
- Proven ability to lead cross-functional collaboration and effectively manage relationships with internal and external stakeholders
- Strong strategic thinking, decision-making, problem-solving, and organizational skills
- Experience in monitoring and improving service performance through KPIs, customer feedback analysis, and continuous improvement initiatives
- Ability to work effectively in a fast-paced, dynamic, and high-pressure environment while maintaining a strong focus on results and customer satisfaction
- Excellent communication, interpersonal, negotiation, and presentation skills
- High level of commercial awareness, resilience, creativity, innovation, and customer-centric thinking
**We offer**
- Full-time employment
- Professional and collaborative working environment
- Dynamic leadership role with a high level of responsibility and impact
Ready to take on a challenge in a fast-growing telecommunications company?
Apply by submitting your CV through the Quick Apply option. Only candidates shortlisted for the next stage of the selection process will be contacted.
By applying for this position, you consent to the processing and storage of your personal data for a period of six (6) months solely for the purposes of this recruitment process. All information provided will be treated with strict confidentiality.
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