Head, Customer Care at Unified Payment Services Limited

About the Role

Unified Payment Services Limited seeks a dedicated and experienced professional to lead our Customer Care operations and deliver exceptional service excellence across all customer touchpoints.

Job Objectives

• Standardize and ensure premium customer experience across all UP touchpoints
• Ensure seamless Customer Care operations
• Maintain the highest levels of staff performance
• Execute other assigned duties as required

Duties & Responsibilities

• Implement effective customer care procedures, policies, and standards
• Develop customer satisfaction goals and coordinate across the group to ensure targets are met
• Supervise and coordinate the activities of Customer Care Specialists and Representatives
• Manage the approved budget for the Customer Care group
• Recruit and hire customer care staff
• Ensure all Customer Care staff receive adequate training to enhance job performance
• Ensure company-wide compliance with Service Level Agreements (SLAs)
• Draft, implement, and execute policies and procedures to facilitate quality customer experience

Key Performance Indicators

• Ensure first and second level issues are resolved in line with best practices
• Identify and execute service improvement initiatives in collaboration with relevant stakeholders, leveraging technology
• Deliver high-level reports that provide customer insights and service improvement recommendations
• Coordinate periodic Customer Satisfaction surveys and achieve 90% customer satisfaction rating
• Manage regulatory reporting and liaison activities

Reporting Relationships

Reports functionally and administratively to the Group Head, Customer Care Center.

Requirements

• Bachelor's Degree in Sciences
• Minimum of 10 years of work experience in a reputable customer-focused organization
• Minimum of 2 years of experience as a Call Center Supervisor in a call center or customer service center in a reputable customer-focused organization
• In-depth knowledge of Contact Center solutions such as CTI (Computer Telephony Integration), CRM, IVR, ACD, and related technologies
• Experience in coaching individuals or groups and executing training based on training needs analysis