Head of Customer Service

Zendbox is seeking a Head of Customer Service to lead a high-performing team and build a world-class customer service operation. This role involves ensuring seamless communication, exceptional service delivery, and continuous improvement within both internal and outsourced contact centres. The Head of Customer Service will be responsible for driving quality, consistency, and operational efficiency, as well as representing the voice of the customer to leadership.

Requirements

• Design and deliver a high-performing customer service strategy.
• Lead and scale a high-performing customer service team.
• Drive customer satisfaction and retention.
• Establish and oversee SLA adherence.
• Partner with Sales, Operations, and Tech to escalate complex issues.
• Maintain and optimise customer service systems.
• Support onboarding of major clients.
• Maintain and optimise customer service KPIs.
• Develop talent within the team.

Benefits

• Competitive salary
• Career development opportunities
• On-site parking
• Supportive and collaborative work culture
• Free food and drinks
• Paid Birthday leave