Senior Executive - Customer Service

About the role

We are looking for a Senior Executive to lead our Customer Service team, ensuring high levels of customer satisfaction and efficient issue resolution. You will mentor junior staff, shape service policies, and collaborate across departments to deliver a consistent, positive experience.

Key responsibilities

• Drive customer satisfaction by providing excellent service and timely issue resolution.
• Train, mentor, and coach junior customer service representatives.
• Develop and implement service policies and procedures to streamline operations.
• Collaborate with other departments to ensure a unified customer experience.
• Use customer feedback to improve processes and increase loyalty.
• Monitor service metrics and prepare management reports.
• Stay updated on industry trends and best practices.
• Handle escalated complaints and provide appropriate solutions.
• Manage the team to meet performance goals and targets.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• Minimum 10 years of experience in customer service, with proven leadership abilities.
• Strong leadership and team‑management skills.
• Excellent communication and problem‑solving abilities.
• Ability to work under pressure and handle challenging situations.

Required skills

• Proficiency with CRM software.
• Advanced knowledge of MS Office.

What we offer

• Opportunity to lead a dynamic customer service team.
• Professional development and mentorship opportunities.
• Competitive compensation package.