Global Customer Service
The Company
International Quick Service Restaurant corporation.
The Position
The Customer Service/Customer Care position will be responsible for the global customer care strategy and operations for the Company and will include the following responsibilities:
Position: Global Customer Service
Status: FILLED
- Provide strategic vision and direction to the entire customer care business unit including goals, objectives, policies and procedures
- Develop a multi-channel customer experience across traditional and emerging live and digital channels, including phone, social, chat, web, email and mobile and deliver execution plans to senior management and staff
- Identify, prepare and recommend scope and requirements for capital expenditures; develop operating budgets
- Monitor and understand changes and trends in the Quick Service Restaurant industry
- Accountable for effective operations and business continuity and disaster recovery planning for all customer service centers
- Monitor customer activity and leverage customer facing measurements (e.g., Net Promoter Score, Customer Effort, Customer Satisfaction) to understand the voice of the consumer
Performance Management
- Plan and define performance goals for customer service operations
- Set internal and external service levels
- Create a positive work environment that fosters team performance
- Provide coaching and career mentoring for direct reports
Generate Demand
- Acts as the primary liaison with key business stakeholders at the regional and global level
- Identify and develop opportunities to expand scope and services to current business units and extending to include additional business units
Customer and Vendor Relationship Management
- Develop and cultivate customer and vendor relationships
- Utilizing multiple internal and external organizations, maintain a cohesive strategy of service delivery
- Manage customer care scope
- Communicate and resolve business issues with customer care steering committee
Required Skills and Experience
- Bachelor’s Degree required, MBA preferred
- 12 years of proven strategic customer-facing and contact center operations including demonstrated expertise in delivering best in class multi-channel customer service across traditional and digital channels
- Exposure to the Quick Service Restaurant Industry
- Experience in managing vendor relationships and outsourcing contracts
- Thorough understanding of contact center technologies, such as channel, case and knowledge management systems
- Ability to manage influence through persuasion, negotiation, and consensus building
- Outstanding communication and interpersonal skills
- Strong financial skills and business acumen
- Ability to make sound, data-based decisions on complex issues and problems and considering the risks involved
This position has been filled.
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