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Customer Service Leader
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**About One IBC**:
With a work force of 120 employees, One IBC has established a strong presence in the region with six offices in Lithuania, the USA, Singapore, HongKong, Vietnam, and Dubai(UAE), and we continue to expand our geographical reach through regional partner ships. One IBC provides an integrated suite of services, including Business Formation Consulting, Accounting, Corporate Secretary Services, Tax, Audit, Governance, and Business Licensing.To support our expansion needs, we are currently seeking a Customer Service Leader to plan and implement sales and marketing initiatives for the Company and its affiliated businesses, driving growth and expansion.
**B.JobScope**:
**1.Team development and management**
- Recruit, train, and manage the customer service team to ensure high-quality service standards.
- Foster a customer-centric team culture a ligned with One IBC’s core values.
- Implement regular training programs and skill development plans for employees, including proficiency in CRM systems (Salesforce) and AI-driven tools.
**2.Ensuring customer satisfaction**
- Serve as abridge between customers and departments such as Sales, Operations, and Technical teams to provide support, answer inquiries, and resolve issues related to products and services.
- Collaborate with relevant departments to ensure customers receive timely and high-quality support.
- Oversee customer support operations to ensure compliance with SLAs and enhance the overall customer experience.
- Implement and utilize AI tools to enhance customer service processes,such as AI chatbots, automated customer data analysis, and customer behavior prediction.
- Develop automation systems to optimize request handling (e.g.,automatic request classification, AI-driven solution recommendations).
- Integrate AI technologiesin to CRM systems (Salesforce) to improve customer management and tracking.
**4.Proactive customer relationship management**
- Plan and conduct regular customer meetings and visits (monthly and annually).
- Perform account reviews with customers to understand their challenges, needs, and propose appropriate solutions.
- Strengthen customer relationships to enhance loyalty and satisfaction.
**5.Customer service strategy**
- Design and implement customer service policies, processes, and regulations to ensure consistency and efficiency.
- Develop customer service scripts for different scenarios to optimize the customer experience.
- Monitor and evaluate team performance through KPIs such as response time, issue resolution rate, and customer satisfaction.
**6.Customer data collection an danalysis**
- Gather information on customer needs, expectations, and feedback from interactions.
- Analyze data from account reviews and customer feedback to identify issues, opportunities, and propose product or service improvements.
**7.Quality Assurance(QA) and Quality Control(QC)**
- Establish and maintain QA/QC standards in all customer interactions.
- Regularly assess and analyze customer feedback to enhance service quality.
- Prepare and present QA/QC reports to the management team for policy and process optimization.
**8.Service Level Agreement(SLA) management**
- Define and monitor SLAs to meet customer expectations.
- Track SLA compliance, identify bottlenecks, and implement corrective actions.
- Collaborate with elevant department store solve issues promptly and efficiently according to SLAs.
**9.Customer feedback handling and crisis management**
- Collect, analyze, and address customer feedback to identify pain points and improvement opportunities.
- Develop crisis management procedures to ensure quick and effective resolution of sensitive issues.
- Recommend customer-focused changes in products, services, or processes.
**10.Omni - Channel customer experience management**
- Ensure consistency and efficiency in communication across all platforms.
**11.Monitoringandperformanceevaluation**
- Establish and trackkey performance indicators (KPIs) such as Net Promoter Score(NPS), First Call Resolution(FCR), and Customer Satisfaction(CSAT).
- Assess team and individual performance and suggest improvements accordingly.
**12.Process improvement and innovation**
- Identify inefficiencies in work flows and propose innovative solutions.
- Leverage Salesforce capabilities to automate processes and enhance efficiency.
**13.Reporting and data analysis**
- Utilize analytical tools (Salesforce, Power BI) to evaluate data and recommend improvements.
**C.JobRequirements**:
**1.Education**:Bachelor's degree in Business Administration, Management, or a relatedfield.
**2.Experience**:
- 3-5 years of experience in customer service management, preferably in consulting or service industries within multinational companies.
- Experience using CRM systems (preferably Salesforce) and data analysis tools.
- Experience in managing QA/QC processes and SLA performance is highly beneficial.
**3.Skills**:
- Strong leadership and team management abiliti
