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Customer Services Director

1 week ago

Auckland, Auckland, New Zealand Jacobs Douwe Egberts Full time

Job Description:

We are seeking a highly skilled Customer Services Director to join our Supply Chain team. As the ideal candidate, you will lead and support your team of 5 Customer Relations Specialists in delivering exceptional customer experiences and satisfaction.

About the Role:

This is an exciting opportunity for a leader with at least 5 years' experience in customer services management in a complex customer service management role. You will be responsible for leading, training, and motivating the customer service team, setting performance targets and providing regular feedback.

Key Responsibilities:

  • Lead, train, and motivate the customer service team.
  • Develop and implement strategies to improve customer satisfaction and retention.
  • Collaborate with other departments to ensure seamless support across the organization.
  • Handle escalated customer issues and monitor service metrics to proactively address trends.
  • Ensure quality standards in customer interactions through regular assessments and coaching.

Required Skills and Qualifications:

  • At least 5 years previous experience in customer services management in a complex customer service management role.
  • Previous experience leading a team.
  • Strong leadership and people management skills.
  • Excellent communication and interpersonal abilities.
  • Analytical mindset with the ability to interpret data and identify trends that can lead to continuous improvement.
  • Proficiency in customer service software and tools.

Benefits:

  • Competitive salary.
  • Discretionary bonus opportunity.
  • Half a day off on your birthday.
  • Summertime hours - 3pm finish on a Friday.
  • Medical Insurance for you and your family.
  • Income Protection and Life Insurance.
  • Learning and development programs to support personal growth.