Description
World Leading Global Energy Oil Company has an exciting opportunity for a Customer Experience Lead to help own the customer journey, define the process and ensure a best in class customer experience.
The team need someone who owns the end-to-end process and can advocate on behalf of the customer (both buyers and sellers on the marketplace).
About the role:
- Develop a best in class Customer Support Process
- Design support operations - focus on creating systems and tools for high-quality, high-efficiency customer interactions
- Develop models and a vision for how to best scale support as we 5x/10x/100x their customer-base
- Act as a true thought partner to our product team, helping to develop strategic priorities
- Translate customer needs into product development opportunities
About You:
- You're a proven leader with direct experience scaling customer support organisations
- You have 7-10 years of professional experience, ideally in a fast-paced environment
- You appreciate and value the craft of incredible customer service
- You're excited to dive into the numbers and use a healthy mix of quantitative and qualitative data to make decisions
- You're both strategic and operational - able to set high-level strategies and effectuate them
This needs combining with a positive attitude and an ability to work within a large, globally dispersed project team in a multi-cultural environment. You also need to be a self-starter, a logical thinker and a quick learner, with strong initiative and excellent communication, interpersonal and presentation skills, able to write clearly and concisely.
We believe in equality of opportunity for all job applicants regardless of gender, marital status, race, colour, nationality, ethnic origin, creed or religion, disability, sexual orientation or age.
Specialising within Energy Trading, Oil & Gas, Financial Markets and TV & Entertainment, Eaglecliff Recruitment is ISO accredited, a Member of REC and listed within the top 4% for Financial stability by Dun & Bradstreet. Please telephone for an immediate response or email your CV for a reply within one hour. Eaglecliff Ltd is acting in the capacity of an employment agency for permanent recruitment and an employment business for contractor resourcing.