Director of Custome Service

Role Description The Director of Customer Service at (AEEE) جمعية هندسة الكهرباء والطاقة is a part-time remote role responsible for overseeing the overall customer service strategy and operations. The role includes leading customer service initiatives to enhance customer satisfaction, establishing service standards, and monitoring performance metrics. The Director will manage and guide customer service team members, coordinate training programs, and ensure consistent, high-quality responses to inquiries and concerns. They will collaborate with other departments to resolve complex issues, improve processes, and align customer service activities with organizational goals. The role also involves planning and overseeing the customer service budget, optimizing resource allocation, and preparing regular reports on service performance and customer feedback.
Qualifications

• Strong Customer Service and Customer Satisfaction skills, with a track record of improving service quality and experience.
• Budgeting experience, including planning, monitoring, and optimizing customer service operational costs.
• Training skills, with the ability to design and deliver customer service training programs and coaching sessions.
• Proven Team Leadership capabilities, including managing remote teams, setting priorities, and fostering collaboration.
• Excellent communication, problem-solving, and conflict resolution skills.
• Experience in service management, customer operations, or a related leadership role.
• Ability to work independently in a remote setting and use digital tools for coordination and reporting.
• Bachelor’s degree in Business, Management, Communications, or a related field is preferred.