Text copied to clipboard!
Title
Text copied to clipboard!Chief Customer Officer
Description
Text copied to clipboard!
We are looking for a seasoned and innovative Chief Customer Officer (CCO) to join our executive team. The CCO will be responsible for the customer's journey and experience, ensuring that it is the best it can be. You will be the customer's greatest advocate, constantly seeking ways to improve their experience and satisfaction. You will work closely with other executive team members to ensure that the customer's voice is heard and considered in all strategic decisions. You will also be responsible for developing and implementing customer service policies, standards, and procedures. Your goal will be to increase customer satisfaction, loyalty, and retention. To be successful in this role, you should have a strong understanding of customer service techniques with a nurturing and empathetic personality, as well as a high degree of customer service ethics.
Responsibilities
Text copied to clipboard!- Develop and implement customer service policies and procedures
- Manage and lead a high performing customer service team
- Set and achieve customer satisfaction goals
- Liaise with company executives to set the strategic direction of the customer service team
- Monitor and improve ordering, telephone handling and other procedures
- Evaluate customer service according to internationally recognized standards
- Provide help to customers using your organization's products or services
- Communicate courteously with customers by telephone, email and face to face
- Investigate and solve customers' problems
- Handle customer complaints or any crises, such as security issues or a customer being taken ill
Requirements
Text copied to clipboard!- Proven experience as a Customer Service Manager or similar role
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Proficiency in English
- Working knowledge of customer service software, databases and CRM tools
- Awareness of industry’s latest trends and applications
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
Potential interview questions
Text copied to clipboard!- How have you improved customer service in your previous roles?
- Can you describe a time when you had to handle a difficult customer situation?
- What strategies would you use to improve customer satisfaction?
- How do you handle feedback from customers?
- What do you think is the most important quality for a Chief Customer Officer to have?