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Title
Text copied to clipboard!Client Services Director
Description
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We are looking for a dedicated and experienced Client Services Director to join our team. The successful candidate will be responsible for managing our client services team to ensure optimal customer service. The Client Services Director will build relationships with clients, set and monitor customer service goals, and lead team training sessions. They will also be responsible for managing client service operations to ensure they meet our quality standards. The ideal candidate will have a strong background in customer service or client relations, excellent leadership skills, and a passion for improving the customer experience.
Responsibilities
Text copied to clipboard!- Oversee the client services team
- Set and monitor customer service goals
- Lead team training sessions
- Build relationships with clients
- Manage client service operations
- Ensure operations meet quality standards
- Develop customer service policies
- Handle complex customer complaints or enquiries
- Report on customer service performance
- Implement customer service strategies
Requirements
Text copied to clipboard!- Bachelor's degree in Business Administration or related field
- Proven experience in a managerial role
- Strong 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
- Excellent leadership skills
- Passion for improving the customer experience
Potential interview questions
Text copied to clipboard!- How do you handle a difficult customer?
- What strategies would you use to motivate your team?
- Can you describe a time when you improved a customer service process?
- How do you measure customer service success?
- What do you think is the biggest challenge facing customer service today?