Head of Customer Service Department

About the Company: We are a leading American company specializing in the sale of fuel cards for truck drivers across the country. Our goal is to provide customers with convenient and cost-effective solutions for managing fuel expenses. As we expand, we are seeking a Head of Customer Service Department who will coordinate the work of our customer service team and ensure a high level of support for our clients.

Responsibilities:

• Team Coordination: Manage and organize the work of customer service specialists, monitor task completion, and ensure adherence to service standards.
• Quality Assurance: Ensure that all specialists provide high-quality customer support, respond promptly to inquiries, and efficiently resolve issues.
• Training and Development: Conduct training, coaching, and development programs to enhance the qualifications of customer service specialists.
• Monitoring and Reporting: Track key performance indicators (KPIs) of the team, analyze employee performance, and provide reports to management.
• Process Management: Improve customer service procedures and propose solutions to increase the department’s efficiency.
• Escalation of Complex Issues: Participate in resolving complex or unique customer inquiries, assisting specialists in finding solutions.
• Cross-Departmental Collaboration: Work with other company departments (sales, finance, logistics) to address customer issues comprehensively.

  Requirements:

• English Proficiency: C1 level or higher.
• Experience: 1-3 years of experience in managing a customer service team, preferably in logistics, transportation, or fuel card sales.
• Leadership Skills: Proven experience in leading and coordinating a team, with the ability to motivate employees and achieve high results.
• Communication Skills: Excellent verbal and written communication skills, with the ability to work effectively with clients and within the team.
• Organizational Skills: Ability to effectively plan, organize, and manage workflows while handling multiple tasks simultaneously.
• Analytical Skills: Ability to analyze data, assess team performance, and make informed decisions.
• Technical Knowledge: Experience working with CRM systems and customer service management software. Experience with regulatory documentation is a plus.

  We Offer:

• Competitive salary.
• Full benefits package (including health insurance and gym membership).
• Opportunities for professional development and career growth.
• Working hours from 7 pm till 3 am.
• Supportive work environment and strong corporate culture.