Head of Customer Service and Customer Experience - Transport Mobility Company at Myrtle Management Consultants

Job Description

• Respond to any issues and follow-up by coordinating with the appropriate departments or field team
• Support all users and help them get the most out of our apps
• Contribute and share ideas to decrease the workload and improve the quality & speed of customer support
• Be a key player in building a support team in a challenging growth environment
• Manage appointments, enquiries or complaints from customers or clients.
• Manage relationships with technology vendors and service providers, overseeing contracts, negotiations, and ensuring that external services meet the company's standards.
• Implement robust cybersecurity measures and ensure compliance with industry regulations and data protection standards, safeguarding sensitive transportation data and customer information.
• Accurately and efficiently address any issues or disputes with customers.
• Understand department process flow, constantly looking for areas of improved efficiency
• Ensure all customers’ service work order and service contract, standard operating procedures, SLAs are followed and update
• Overseas communications, timely responses to emails and requests (internal and external)
• Various reporting responsibilities as needed

Qualifications

• 5 years of experience in the related field especially working for a transport mobility company, bank, telecommunication etc 
• Exceptional understanding of customer journey mapping and customer feedback analysis.
• Strong leadership, coaching, and team-building skills.
• Excellent communication and interpersonal abilities
• Data-driven mindset, with the ability to translate data into actionable insights.
• Knowledge of customer experience technology tools and platforms.
• A track record of successfully implementing customer-centric strategies and driving results.
• Passion for creating and fostering a culture of customer-centricity.