Job Expired
Ethiopost
Business
Business Administration
Addis Ababa
4 years - 6 years
1 Position
2023-07-14
to
2023-07-25
Marketing
Business Administration
Management
Full Time
Share
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.
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
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
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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