Job Purpose :
We are currently seeking a senior manager of service and engagement. The role is responsible for managing the day to day customer service function through a globally dispersed team.
This role will ensure we provide world class customer experiences to our community and continually improve our service through data driven initiatives.
We believe in providing world class support to our community through the provision of effective, fast, professional and friendly services.
We also understand the importance of employee engagement and ensuring all staff have the right support, training and tools to be successful in their roles.
Job Duties :
Manage a globally dispersed team including three managers
Production of regular reports to the IBWS department
Build levels of staff engagement and ambassadorship
Ensuring high quality and consistent customer service provision
Aligning the service approach both within and outside the department
Managing global coverage and training needs
Dealing with critical incidents relating to assessment
Assess and continually improve services based on our insight data
Maintain and improve adherence to customer service KPI’s
Continuous improvement of the service and process
Oversee our new customer engagement approach
Oversee the implementation of our QA and business intelligence processes
Oversee our enterprise service provision
Job Requirements :
First degree or equivalent experience
In depth experience of Salesforce Service Cloud
In-depth experience of customer service best practice and principles
Understanding of continuous improvement methodologies such as Six Sigma
Experience in managing and leading teams for operational efficiency
Experience of data reporting, analysis and systems such as power BI and Salesforce
Experience in improving employee experience & engagement
Experience in remote management and leadership
Excellent problem-solving skills and a proven ability to use own initiative
Excellent communication skills at all levels and in a global development environment, with a high standard of written and spoken English
Advanced customer service certification
Customer experience certification
Six sigma green belt or above
Deep understanding of customer experience principles and practices
A second language (French or Spanish preferred)
Knowledge of the IB, IB Programmes or being an IB Alumni is a plus
Applications will be accepted until the 15th December 2019.
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