Senior Director, IT Business Applications (Delivery)

About the role

Responsible for providing exceptional customer service through various channels including phone, email, chat, and social media. Manage multiple interactions simultaneously, escalate issues when necessary, and ensure all customer inquiries are resolved in a timely manner.

Responsibilities

• Handle inbound and outbound calls, emails, chats, and social media messages from customers
• Resolve customer inquiries and issues using CRM tools and internal resources
• Evaluate customer feedback and provide constructive suggestions for improvement
• Train and support new agents as needed
• Escalate complex issues to supervisors or management for further resolution

Requirements

• Bachelor's degree in a related field or equivalent work experience
• Excellent communication skills, both verbal and written
• Strong problem-solving and decision-making abilities
• Experience in customer service or a related field preferred
• Proficiency in CRM systems and customer relationship management

Qualifications

• Ability to multitask and prioritize workload effectively
• Knowledge of industry best practices in customer service
• Strong organizational and time management skills

Skills

• Customer service skills
• Technical proficiency with CRM systems
• Problem-solving and decision-making skills
• Effective communication skills

Benefits

• Competitive salary and benefits package
• Flexible work schedule
• Professional development opportunities
• Hybrid work model

Pay

$40,000 - $50,000 annually

Schedule

Full-time, 40 hours per week