About the role:

The Head of Customer Service is responsible for overseeing the customer service department and ensuring the company delivers the highest level of customer service possible. He or she supervises, trains, coaches, and mentors customer service agents.

Specific Responsibilities:

• Investigate customer's problems and find solutions, be the watchdog of customer satisfaction
• Hire, train, and terminate customer service agents
• Handle major incidents that cannot be resolved by agents
• Ask customers to provide feedback on agents and customer service experience
• Issue refunds to customers and oversee product exchanges and returns
• Analyze data and statistics to gain insights for improving the customer service department
• Implement professional call center solution
• Compile reports on overall customer satisfaction