Head of Customer Services, Logistics Company

EXECUTIVE SEARCH STATUS: COMPLETE

POSITION: Head of Customer Services

NATURE OF BUSINESS: Logistics

JOB LOCATION: Johannesburg, South Africa

REPORTS TO: Managing Director, South Africa

REPORTING STRUCTURE: Key Accounts and Customer Care Manager (Customer Care and Tracing Supervisor and Service Desk Supervisor), Customer Contact Centre Manager (Customer Contact Centre Supervisors), Business Support Manager (Business Support Analysts and Quality Control Specialists)

 INDIRECT REPORTS: ±110 people

 

SUMMARY OF EXECUTIVE OPPORTUNITY: As Head of Customer Services, the successful candidate will assume responsibility for providing leadership and direction to all Customer Services employees so as to develop a team of highly motivated and professional staff. Drive quality, customer satisfaction and brand loyalty in every interaction; monitor costs and improve efficiencies in the department and act as ambassador for Customer Services to improve standards within the organisation as a whole. The Head of Customer Services will also exercise commercial decision-making power by serving on the Executive Committee of the global brand.

 

SPECIFIC QUALITIES, KNOWLEDGE AND SKILLS OF THE SUCCESSFUL CANDIDATE WILL INCLUDE: 

  • Tertiary qualification – type of qualification is flexible as experience and leadership abilities are more important

  • Experience in  managing more than a 100-seat call centre

  • Familiarity  with call centre technology and a minimum of five years managing and motivating a diverse team of people – international call centre experience is advantageous

  • Proven ability to deal with customers of various types and levels and provide exceptional customer service

  • A desire to work with and develop young people in a high performance and pressurized environment

  • Exceptional communication skills in English and adept ability at report and letter writing

  • Quantitatively inclined and experienced in analysing large volumes of data

  • Proficiency in MS Word, Excel and PowerPoint

  • Ability to speak an African language would be preferred

     

 

  Note:  Part of the Woodburn Mann process involves verification your qualifications. Many clients also request that potential candidates complete criminal and credit checks.