Job Expired

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Customer Service Director

Ethiopost

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Business

Business Administration

Addis Ababa

4 years - 6 years

1 Position

2023-07-14

to

2023-07-25

Required Skills
Required skills have not yet been specified for this position this job
Fields of study

Marketing

Business Administration

Management

Full Time

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Job Description

Ethiopost is Ethiopia's principal postal service provider, with over 600 branches across the country. Ethiopost's new vision is to be a global leader in postal services and a preferred partner in logistics, financial and government services.

Responsibilities

  • Develop and implement customer service policies, procedures, and standards in alignment with company goals and priorities;

  • Serve as the voice of the customer and lead the effort to include in all aspects of the business;

  • Develop methods for gathering customer feedback and insights including voice-of-the-customer programs;

  • Ensure thorough analytics and reporting to resolve customer concerns and respond to their wishes and needs;

  • Identify, document and share customer stories to enhance customer-centric culture;

  • Assist all customer-facing departments; work closely with the Commercial team to collaborate on expansion, upselling and cross-selling opportunities;

  • Follow through on customer inquiries and ensure prompt resolution;

  • Oversee all activities of the Contact Center to ensure all customer inquiries are handled properly; handle escalated cases;

  • Direct the activities of Customer Care and supervise timely response to complaints;

  • Develop and implement customer compensation policies and procedures; ensure timely revisions;

  • Provide coaching, mentorship and support to customer service team to enhance their skills and capabilities;

Allowance and Benefits: Company vehicle + attractive allowance and benefit packages

Job Requirements

Qualifications:

Education:

  • Bachelor’s or Master’s degree in business administration, marketing, management, or a related field.

Experience:

  •   Minimum of four years of related experience with a master’s degree and six years of experience with a bachelor's degree in senior leadership roles.

Technical skills:

  • Strong customer focus; Proven working experience as a Customer Service Manager; Deep understanding of customer service, customer experience, customer success, and customer operations; Experience in providing customer service support; Working knowledge of customer service software, databases, and tools; Ability to think strategically and to lead; Strong client-facing and communication skills

How to Apply

Interested applicants can send their applications through jobs@thetalentfirm.com with the subject line ‘Customer Service Director’ no later than 25th July 2023.

Fields Of Study

Marketing

Business Administration

Management

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