Customer Services Director
West Africa - Congo
£90,000 - £110,000
Many other benefits

Our client is a relatively new company and has its HQ in Bahrain and launching operations in 3 African countries simultaneously Eq Guinea; Tanzania and the Congo. This role if for the Congo operational office

YOU MUST BE ABLE TO SPEAK FLUENT FRENCH AND ENGLISH TO BE CONSIDERED FOR THIS ROLE, IF YOU CANNOT YOU ARE WASTING YOUR TIME BY APPLYING

As the Customer Services Director you will formulate / implement / manage the company?s customer service policy (back and front office), to ensure delivery deadlines are met; customer complaints are handled efficiently to achieve total satisfaction.

Principal duties and responsibilities
Customer Support Management (Collection & Fraud / Credit & Collections)
Responsible for managing the Call Centre, Service Centres and Customer Care functions.
Responsible for setting up and managing the terminal warranty and repair function.
Responsible for pre and post sales management of contract customers (post paid).
Develops, implements, co-ordinates and administers customer service programs according to established policies.
Identify corrective action, assign responsibilities and manage deadlines.
Interfaces with sales, marketing, product management by conveying customer needs and wants, customer requirements, etc?
Co-ordinating pre and post sales support and customer training.
Organising and managing of customer database

Functional requirements:

5 - 10 years experience with customer service preferable in a retail environment.
Requires complete understanding of standard products and services, how they function and how they are best used.
Intimate understanding of customer service as a key differentiator against competition.
First hand experience with Call Centre, Service Centre (retail points of sales)
Able to support and train direct reports on standard products and services offered by the company.
Previous experience with developing and implementing multi site centres over remote areas is essential.
Previous experience with customer centric organisations is paramount.
Excellent leader skills, able to support the team when under pressure.
Good coach, diplomatic and courteous.

PLEASE NOTE THAT THE SALARY QUOTED IS THE UK TAX PAID EQUIVALENT OF A USD $120-140 TAX FREE SALARY

PLEASE SEND YOUR CV IN ENGLISH TO NICK SIEVEWRIGHT (nick@globeltd.net) FOR CONSIDERATION