We are looking for a leader to transform our customer service operations. Today, each of our countries uses different tools and processes.
This role requires designing, aligning, and rolling out a customer-centric system that elevates our service to best-in-class levels.
1. Define and deploy a unified customer service vision across all countries.
2. Audit existing tools and processes across countries and identify gaps and improvement areas.
3. Lead the harmonization of customer service tools and processes.
4. Develop a change management plan and onboard local teams into a global, scalable approach.
5. Implement new KPIs and dashboards to track performance.
6. Collaborate closely with local and global teams to ensure customer satisfaction.
7. Benchmark best practices and bring innovation.
8. Lead a community CRC across countries to ensure alignment and continuous improvement.