Job Title: Centre Of Excellence Lead - Customer Service Relationship
Location: JD Group Head Office
Working hours: 40 Hours
What You'll Be Doing: The CoE Lead - Customer Service Relationship is pivotal and is responsible for managing and resolving technical queries originating from customer service related to single client issues.
This role will also oversee the contract management of an outsourced company that handles day-to-day technical queries for customer service (CS) tech issues.
As the point of escalation, you will ensure that technical issues are addressed promptly and effectively, maintaining high customer service standards.
Responsibilities include: Technical Query Management:
Own and manage technical queries from customer service, focusing on single-client issues.
Ensure timely and accurate resolution of technical queries, maintaining high customer service standards.
Collaborate with internal and external teams to address and resolve technical issues. Outsourced Company Management:
Oversee the contract management of an outsourced company responsible for the day-to-day management of tech queries.
Ensure adherence to SLAs and key performance indicators (KPIs) outlined in the contracts.
Monitor vendor performance and manage relationships to ensure high-quality service delivery.
Serve as the escalation point for technical issues that the outsourced company cannot resolve. Escalation Handling:
Act as the primary point of contact for escalated technical queries from customer service.
Coordinate with internal and external stakeholders to resolve escalated issues promptly.
Develop and implement processes for effective escalation management. Process Improvement:
Continuously evaluate and improve processes for managing technical queries and escalations.
Identify trends in technical issues and provide feedback to internal teams to prevent future occurrences.
Implement best practices and innovative solutions to enhance customer service efficiency and effectiveness. Reporting and Analysis:
Generate reports on technical query performance, trends, and metrics to analyze data and identify opportunities for improvement.
Present findings to senior management and stakeholders, providing recommendations for process enhancements.
Ensure transparency and accountability in all aspects of technical query management. Leadership and Collaboration:
Lead and develop a high-performing team, fostering a culture of excellence and continuous improvement.
Collaborate with other IT and business leaders to align technical query management activities with organizational goals.
Promote a customer-centric approach within the team and across the organization. Skills / Experience / Knowledge needed: Strong technical background with experience in managing and resolving customer service-related technical queries. Knowledge of customer service technologies and systems. Familiarity with ITIL processes and best practices.
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