Head of Customer Relations at Tilden Development Limited

Key Responsibilities:

• Lead and manage the customer relations department, ensuring the delivery of exceptional service to customers.
• Develop and implement effective customer service policies, procedures, and strategies to improve overall customer experience.
• Create and maintain customer service standards to meet and exceed customer expectations.
• Analyze customer feedback, complaints, and insights to drive improvements and resolve issues in a timely and professional manner.
• Train, mentor, and lead a team of customer service professionals to ensure high levels of engagement, performance, and professional development.
• Collaborate with cross-functional teams (sales, marketing, operations, etc.) to align customer service initiatives with business goals and objectives.
• Measure and report on customer satisfaction levels, using key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Handle escalated customer concerns, ensuring swift and effective resolution, and maintaining customer satisfaction.
• Develop and maintain strong relationships with key customers, acting as the primary point of contact for any high-level queries or issues.
• Stay up-to-date with industry trends, customer service technologies, and best practices, ensuring the company remains at the forefront of customer experience innovation.

Qualifications:

• Bachelor’s degree in business administration, Marketing, or a related field.
• 3 years of experience in a senior customer service or customer relations role in a tech company.
• Proven track record of developing and leading high-performing teams.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical abilities with experience in customer experience metrics and tools.
• Ability to work under pressure and manage multiple priorities simultaneously.
• A deep passion for delivering outstanding customer experiences and building long-lasting relationships.

Preferred Skills:

• Experience with CRM platforms and customer service software.
• Knowledge of customer loyalty programs and retention strategies.
• Familiarity with the latest trends in customer engagement and support technologies.