Global Customer Experience Director

1 semana atrás


Lisboa, Lisboa, Portugal Jobtome Tempo inteiro
About the Role

We are seeking a seasoned professional to lead our global customer support services. As Head of Global Customer Support, you will oversee the entire lifecycle of application and infrastructure service requests, ensuring adherence to SLAs and high customer satisfaction.

Key Responsibilities
  • Manage a team of consultants and specialists, ensuring compliance with customer contracts and internal policies.
  • Drive efficient and effective customer support on a global scale, focusing on revenue and cost management.
  • Foster strong partnerships with internal leaders and set higher standards for customer support, enhancing both internal and external customer experiences.
  • Monitor and improve customer service, including escalations, quality of service, and customer satisfaction initiatives.
  • Implement and manage performance reports, analyzing data to drive the customer support organization towards excellence, while ensuring global process consistency and driving efficiency and automation projects.
About You

To be successful in this role, you will possess a strong background of at least 5 years working in a highly complex organization, preferably in a customer support services environment with prior IT-related call center or call dispatch experience. You will also have demonstrated assertiveness and proactiveness in dealing with both internal and external customers, as well as financial acumen to effectively navigate financial aspects of the role.

Requirements
  • A minimum of 5 years of experience working in a highly complex organization.
  • Extensive experience of 5+ years each in both services and hardware businesses.
  • Strong leadership skills and ability to lead by example.
  • Effective time management and self-motivation.
  • Proficient in dealing with ambiguity and demonstrating adaptability.


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