Head of Customer Service at TeamAce Limited

At TeamAce, we help businesses across different industries thrive. We work with businesses to create their desired change by getting the right people, designing bespoke business processes, leveraging data, applying insights and technology. We combine our expertise and take different bespoke approaches to solve different business challenges because we believe there is no one size fits all approach. This way, you keep your eyes on the prize and thrive.Job Summary

As the Head of Customer Service, you will lead the customer experience function, ensuring exceptional service delivery, customer satisfaction, and retention while developing strategies that enhance customer engagement and operational efficiency across all customer touchpoints.

Responsibilities

Develop and implement customer service strategies, policies, and processes to improve customer satisfaction and service quality
Lead, mentor, and manage the customer service team while driving performance against established KPIs and service standards
Oversee customer complaints, escalations, and resolution processes to ensure timely and effective outcomes
Analyze customer feedback, service metrics, and operational data to identify trends and implement continuous improvement initiatives
Collaborate with Operations, Product, Compliance, and Technology teams to enhance customer experience and support business objectives

Requirements

Bachelor's Degree in Business Administration, Marketing, Mass Communication, or related field
Minimum of 5 years experience in customer service or customer experience management, with at least 2 years in a leadership role
Financial Services or Fintech experience is mandatory
Strong knowledge of CRM systems, customer service frameworks, complaint resolution, and customer retention strategies
Excellent leadership, communication, stakeholder management, and problem-solving skills.