INT Operations Director, Customer Service
Sporty Group
Customer Service & Support
Entertainment, Events & Sport
₵
Confidential
New
3 weeks ago
Job Summary
As the Operations Director, Customer Service at Sporty, you’ll be responsible for owning the customer service strategies for products used by millions of daily global users. You'll collaborate with talented stakeholders across our remote-working organization to establish clear and measurable goals, ensuring Sporty are delivering the best experience to end users, and continue to improve on existing processes globally. We are passionate about caring for our customers, encouraging excellent communication and time efficiency. We ensure we are up to date with our latest product development in the Sporty ecosystem so we are able to offer the best experience
- Minimum Qualification:Degree
- Experience Level:Management level
- Experience Length:10 years
Job Description/Requirements
Responsibilities:
- Develop, implement, and manage customer service strategies to increase the quality and efficiency of support to our customers as well as nurturing existing processes globally
- Monitor customer feedback to identify areas for improvement measured by customer satisfaction, effectiveness, efficiency and quality
- Recruit, manage, lead, and motivate a team of global managers and customer service professionals ensuring the team delivers the best support experience to our end users
- Define and monitor business and process metrics to measure and manage customer service effectiveness including individual scorecards
- Improve existing processes resulting in increased customer satisfaction and reducing resolution times, correspondence, customer complaints and ensuring the team have the knowledge to effectively handle customer inquiries and complaints
- Collaborate with cross-functional teams to resolve customer issues, implement process improvements, whilst maximising customer satisfaction and loyalty
- Maintain in-depth working knowledge of the Sporty brands, systems and processes
Requirements:
- Fluency in both spoken and written English
- Bachelor’s or Master’s degree in business, marketing, economics, or a related field
- Customer Service Management experience across tech / fintech / gaming industry is an advantage
- Excellent communication, interpersonal, and problem-solving skills
- Strong leadership, motivation, and management skills, with the ability to lead and mentor a team of customer service representatives
- Strong analytical and decision-making skills, with the ability to use data and metrics to drive improvements in customer service operations
- Demonstrated ability to effectively manage customer feedback and resolve customer issues
- Experience with customer service technology and tools, including CRM and support ticketing systems
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