Head of Customer Service job description template with skills and salary market rate

About this position

The Head of Customer Service is responsible for overseeing and managing all aspects of the customer service department. This includes developing and implementing strategies to enhance customer satisfaction, resolving escalated customer issues, and leading a team of customer service representatives. This position reports directly to the Chief Operating Officer (COO) of the company.

Responsibilities

• Develop and implement customer service policies and procedures to ensure efficient and effective operations.
• Lead and manage a team of customer service representatives, providing guidance, training, and support to ensure exceptional customer service delivery.
• Monitor and analyze customer service metrics, such as response time, resolution rate, and customer satisfaction, to identify areas for improvement and implement strategies to enhance overall customer experience.
• Handle escalated customer complaints and issues, ensuring prompt resolution and customer satisfaction.
• Collaborate with other departments, such as sales and marketing, to align customer service strategies with overall business objectives.
• Stay updated on industry trends and best practices in customer service, and implement innovative approaches to enhance customer satisfaction and loyalty.
• Develop and maintain strong relationships with key customers, addressing their needs and concerns to foster long-term partnerships.
• Oversee the implementation and utilization of customer service software and tools to streamline processes and improve efficiency.
• Conduct regular performance evaluations of customer service team members, providing feedback and coaching to drive continuous improvement.
• Prepare

Requirements

• Bachelor's degree in business administration or a related field
• Minimum of 5 years of experience in customer service management
• Proven track record of successfully leading and developing a team of customer service representatives
• Strong communication and interpersonal skills, with the ability to effectively interact with customers and resolve complex issues
• Proficient in customer service software and CRM systems

Skillset

Continuous improvement
Fishbone Diagram Total Quality Management
Customer Experience (CX)
Client Rapport Customer Contact Customer Loyalty Customer Retention Customer Satisfaction Customer Support
Customer Service
Complaint Management
Performance Management
Performance Management Team Effectiveness
Process Improvement
Flowcharts Process Improvement
Sales Admin & Operations
Sales administration
Verbal Communication
Oral Communication
Analytical thinking
Gathering information and data Identifying cause and effect relationships
Collaboration & Teamwork
Involving others in making decisions that affect them Placing team needs above individual needs
Communicating information
Active Listening Influencing and persuading others
Creative Thinking
Generating new ideas
Customer Orientation
Solving customer issues within timelines Understanding customer needs
Developing others
Enhancing individual and professional development Sharing knowledge, skills and expertise to others

Salary market rate for Head of Customer Service

🇮🇩 
Indonesia
20,000,000 - 47,000,000 IDR per month
🇹🇭 
Thailand
200,000 - 300,000 THB per month