The primary function of the role is to review and analyze current customer experience and make sure that it is as per the set standards in all channels of service delivery and customer touch points. The role is to make sure that the customer service standards is maintained consistently and to reduce customer complaints and increase customer reviews. (Eg: If a customer is promised to get a call back, we need to make sure that they get the call back). The role is expected to achieve the goal by consistent feedback, training and auditing.

Skills

• Customer Experience
• Customer Service
• CRM
• Customer Handling
• Communication
• Interpersonal Skills
• Leadership Skills
• Time Management
• Decision Making

Requirements

• Job Role Head of Customer Success
• Job Type Full Time
• Workplace Type Onsite
• Industry Outsourcing and Offshoring Consulting

Secondary locations

About

Not provided

Responsibilities

• Primary:
• Develop a customer experience standard and process meeting the
• Make sure that customer gets a seamless experience which reduces customer complaints and increases positive feedbacks
• Secondary
• Develop the CRM initiatives of engaging and consistent communication with the customer
• Manage the loyalty program and motivate customers to jump to respective hierarchy
• Identify, recognize and appreciate loyal customers with feedbacks and initiatives
• Bring in initiatives like customer brand ambassadors
  
  

• Setting up customer service standards in all customer channels and touchpoints
• Customer channels: Call center, website, retail offices,
• Touch points: Emails, chats, whatsapp, Facebook, Airports, Vouchers
• Making sure that the service standards are maintained through
• Audit of customer channels and touchpoints and Feedbacks and correction
• Identification of weaker areas and fixing the process (For eg: If any of the consultants give wrong information to customer, liaise with the respective division to make sure information is made available for proper functioning)
• Training on all aspects to maintain customer experience
• Case Management: Making sure that all complaints from all customer touchpoints and channels are taken care

Other Requirements

• The Head of Customer Success plays a critical role in ensuring customer satisfaction and retention. 
• Key skills and requirements for this position include a deep understanding of Customer Experience, Customer Service, CRM systems, and Customer Handling techniques. 
• Excellent communication and interpersonal skills are necessary to effectively address customer needs and concerns. 
• Strong Leadership Skills are essential for guiding and motivating a team towards success. 
• Time Management and Decision Making abilities are crucial for prioritizing tasks and resolving issues efficiently. 
• Overall, the Head of Customer Success must possess a diverse skill set to lead and drive the customer success team towards achieving business objectives.

Good to have

Not provided

About the Company

A world where outsourcing meets excellence – welcome to HTIC Global! We stand as a beacon of excellence in the outsourcing landscape of Dubai, UAE. Renowned for our commitment to quality & client satisfaction, we take pride in being one of the best outsourcing company in the UAE region. With a dedication to delivering exceptional services, we have emerged as a trusted partner in sectors like - travel, aviation, financial consultancy, insurance, etc.