Customer Service Director Argentina M/F
Keolis
, Argentine
hace 25 días

Missions

Customer Service Strategy & standards :

  • Develop and coordinate the delivery of a customer service strategy where every employee and contractor think like a passenger’ and customer experience is at the front of mind consideration for every employee leading to industry leading customer service,
  • Advice, develop and implement the Customer Experience strategy, and best practice initiatives, including establish, monitor and improve guidelines to make activities more human and passenger-focused,
  • Ensure any legislative or operational changes are assessed for any financial impacts and developing plans to mitigate against them,
  • Conduct and review feedback from customer surveys to ensure the adaptation of the strategy,
  • Enable market segmentation and the open the accessibility of the system to all customer base to create an inclusive community serving service.
  • Customer Experience & Passenger Information :

  • Define the customer experience journey and information provision requirements for all steps of the journey to improve accessibility to the network and improve patronage,
  • Design a deep cultural change programme using the tested and proven Keolis Signature Service,
  • Codify the Passenger Information and Communication standards for all customer facing rules through the provision of guides and,
  • Raise the standard of assistance that employees provide on and off-system (online, contact centres).
  • Organization & Leadership :

  • Lead the customer service division (approx 1000 people), and provide clear leadership and direction to satisfy customer expectations,
  • Improve the effectiveness of the call centre’ (remote) to handle passenger complaints,
  • Manage Contact Centre teams to ensure delivery of business requirements and build an effective team,
  • Develop an effective working relationship with internal touch points, both directly and through their line managers with primary focus on Service Delivery directorate.
  • Profile

  • Extensive experience in customer focused roles, especially from the Public Transportation industry,
  • Experience in management of huge teams (more than 500 people)
  • Graduated in Marketing or Services Industries disciplines, from top schools,
  • Languages preferred : Fluent in Spanish and English.
  • Applications in English only

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