Head of Customer Service
At Db we're looking for a Head of Customer Service to join our team.
Full-time · Oslo, Norway
Head of Customer Service
We are seeking a dynamic and experienced Head of Customer Service to lead our Customer Service strategy and execution. You will be responsible for overseeing that our customer service holds world class standards for our end consumers. The ideal candidate will have a strong background in building customer service departments for strong brands in a direct-to-consumer business or e-commerce retailer and a passion for creating exceptional customer experiences.
Key Responsibilities:
Lead, mentor, and develop a team of customer service representatives to deliver outstanding customer support.
Develop and implement customer service strategies to enhance customer satisfaction and loyalty.
Monitor and analyze customer service metrics to identify areas for improvement and implement corrective actions.
Handle escalated customer issues and complaints, ensuring timely and effective resolution.
Continuously evaluate and improve customer service processes and systems to increase efficiency and effectiveness.
Work closely with other departments, such as sales, marketing, and logistics, to ensure a cohesive customer experience.
Provide ongoing training and development opportunities for the customer service team to enhance their skills and knowledge.
Prepare and present regular reports on customer service performance to senior management.
About you:
Experience: Minimum of 5 years of experience in a customer service leadership role, preferably in an e-commerce environment.
Strong business acumen with experience building KPI dashboards and similar setups for customer service.
Strong leadership, communication, and interpersonal skills. Ability to handle high-pressure situations and resolve conflicts effectively.
Familiar with customer service software and tools, such as CRM systems, live chat and AI chatbots, and call center tools.
A deep understanding of customer needs and a commitment to delivering exceptional service.
Strong analytical and problem-solving skills to identify issues and implement solutions.
You are passionate about the Db brand and familiarize yourself with our brand values and our communities
Do you want to join our team as our new Head of Customer Service? Then we'd love to hear about you!