To lead the customer Service, Call Center & QC function for the Home Division and to improve customer satisfaction, drive customer loyalty and deliver improved profitability. The development of the Customer Service team is also a key success factor. This key role will provide the daily coaching to drive efficiency in sales and operations and deliver a world class experience for our customers.

• Lead and Manage across Customer Service Call Center and Quality Control functions to identify opportunities and implement solutions to improve the customer experience including on-time delivery, responsiveness, quality, after sales and technical support.
• Fully understand all internal and external legislation relevant to the role
• Observe and coach staff to improve standards, knowledge, skills and behaviours
• Provide weekly, monthly reports on the performance of managed functions,
• Ensure quality and consistency in the process of customer handling in the end to end process
• Positively contribute to the overall objective of the customer service index and profit objectives; And to the Process of continuous improvement
• Design & Deliver workshops and trainings for new starters and refreshers training to current staff on regular basis
• Create effective customer service procedures, policies, and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Champion opportunities to consistently improve the Quality, deliver an enhanced customer experience at all customer touch points