More than 6 months –
30+ hrs/week –
We are a fast-growing, highly respected, young company that is now seeking to improving the overall structure and productivity and stabilize growth.
Our website is a progressive, thought-provoking and alternative online platform for people exploring all aspects of Conscious Relationships, Conscious Sexuality, Natural Intimate Health & Beauty and Self Love.
We provide articles, natural products and online courses; all aimed at inspiring and empowering women and men around the globe.
We are now looking for an experienced Head of Customer Service (HCS) that is conscious & open minded (see topics above), mission-focused, strategic, and process- minded leader with experience in managing & scaling customer service, and developing a performance culture (based on creativity, fun and opportunities) among a group of diverse, talented individuals.
The HCS is a leader who is able to enable others to deliver measurable results that make the common vision a reality. The HCS will ensure nothing less than excellent customer service. Meaning we want every person (customer or not) that reaches out to us to be heard and the request handled in a way that it leaves the person satisfied.
Reporting to the Founders, the HCS will lead all customer communication (support via website, email, phone and social media) and will have the following responsibilities:
For a strong & flexible team that carries the same values and sense of quality as the founders. Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Improve the customer service experience, create engaged customers and facilitate organic growth
Take ownership of customers issues and follow problems through to resolution
Set a clear mission and deploy strategies focused towards that mission
Develop service procedures, policies and standards
Keep accurate records and document customer service actions and discussions
Analyse statistics and compile accurate reports
Keep ahead of industry’s developments and apply best practices to areas of improvement
Control resources and utilise assets to achieve qualitative and quantitative targets
Adhere to and manage the approved budget
Maintain an orderly workflow according to priorities
As a prerequisite, the successful candidate must believe in the core values of our company and be driven by its mission. The candidate should demonstrate a passion for breaking new ground by leading the way.
Beyond that, we are seeking a candidate that has proven experience with implementing and managing and world class customer service experience.
The successful candidate will most likely have had management experience. As noted, this is an organization which is driven by its values, so experience in managing a “values- driven” team will be highly prized.
3+ years of experience as a customer service manager
2+ years of experience in providing customer service support
Excellent knowledge of management methods and techniques
Perfect English, both verbally and in writing
Working knowledge of customer service software, databases and tools
Awareness of industry’s latest technology trends and applications
Ability to think strategically and to lead
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation
Additional requirements are:
Serving & Supporting is your Passion - you should love communicating with people from an open, compassionate and supportive mindset. No request is too weird or small for you and will be handled with the utmost care. You strive to create the best service experience possible. People reaching out to us feel held by providing a secure space where they are helped and inspired.
Results - proven track record of exceeding goals; evidence of the ability to consistently make good ...