Our client is looking for:

Head of Customer Service

We are looking for a motivated and experienced Head of Customer Service to lead customer service department. Your goal will be to provide outstanding customer service to our clients by leading the customer service team, developing effective customer service procedures, implementing customer loyalty programs, and setting customer and team satisfaction goals.

Main duties:
• Supervise day-to-day operations in the customer service department
• Create effective customer service procedures, policies, and standards
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
• Assess service statistics and prepare detailed reports on your findings
• Develop and implement training program for new customer service employees
• Implement and revise customer service onboarding program (including training for team leaders)
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Stay informed on the latest industry techniques and methods
• Assess and create requirements for improving the customer experience on the ecommerce store (purchase flows, notifications, transactional e-mail content, text messages and other)

• A minimum of 5 years of proven experience in a customer service position
• Outstanding written and verbal communication skills
• Good understanding of management practices and techniques
• Excellent leadership and interpersonal skills
• Creativity and innovative approach to problem solving and good analytical skills
• Fluent English knowledge (Latvian, Nordic and Russian language would be considered as advantage)
• Proficiency in some customer service software
• Technical knowledge or working experience – aviation, marine, transport will be as an advantage
• Bachelor’s degree in business administration or relevant field

• Fruits and refreshments in the office for free
• Health insurance (after probation period)
• Support in certification and
• Loyalty holidays
• Special offers for employees of company products/services