Global Customer Service Director

Location: Airport City

Reporting to: Direct Sales

Job Description

Sodastream is looking for an experienced Global Customer Service Director to provide excellent customer service, globally, and to promote this idea throughout the organization. The Director will have overall responsibility to increase consumer satisfaction, loyalty and retention and to exceed consumer expectations, as well as to ensure that customer service departments globally are running in an efficient manner.

Responsibilities:

  • Improve customer service experience, create engaged customers and facilitate organic growth – on a global scale
  • Set a clear mission and deploy strategies focused towards taking ownership of customer issues and follow problems through to resolution
  • Develop service procedures, policies, standards and KPIs
  • Develop tools and procedures to keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Recruit, mentor and develop customer service talent and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Maintain an orderly workflow according to priorities

Requirements

  • Proven working 5-10 years' experience as a customer service manager in global, consumer environments. Direct to Consumer / E-commerce experience – major advantage
  • Excellent knowledge of management methods and techniques
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Passion for exceeding consumer expectations
  • Proficiency in written and verbal English
  • Travel 15%