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| Head Of International Customer Care

jenny cohen     Beit Nekofa
Saturday, 30 November 8:38 PM

Air Doctor, an exciting and growing startup in the travel and health domain is hiring a senior Director of the Customer Success Department. 

The Director of International Customer Operations & Doctors’ Community will have strategic and operational responsibility for the international operations of Air Doctor Customer Care department and Call Center in different worldwide locations, as well as creating the Air Doctor Community of Doctors. 

The Customer Care Director is a key strategic and operational leadership role, responsible for the development and delivery of customer service, partnership with doctors and the development of operational processes and technology, to deliver key service outcomes for customers in either a B2B or B2C environment. This includes developing a diverse worldwide team, who typically deliver customer interactions across multiple channels (Front and Back office. Telephone. Email. Online. Live Chat. Video, Social Media. Correspondence.)

Education & Prior Experience
Bachelor’s degree required, Master degree in international business or related field preferred.
Minimum of 3 to 5 years of experience in international business operations, customer service, continuous improvement or related field required
Significant experience (5+ years) in international start up or similar online organizations preferred

Experience in development of global operational strategies, scenarios, recommendations and decisions based on comprehensive data analyses and benchmarking required.
Multi-language capabilities preferred.

Management Responsibility
Oversees 45 reports by 2020, including 1-2 international office 

Some of the responsibilities and duties will include:

  • Improve NPS (Net Promoter Score), CSAT (Customer Satisfaction), or other Customer Metric.
  • Reduction of the cost to serve
  • Identify new tools and technologies to better serve the customer
  • Drive better sales through service
  • Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to Senior Stakeholder Peers.
  • Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
  • Travelling to different Air Doctor worldwide locations.

Required Experience:

  • International, cross-cultural work experience required with a sensitivity to a multi-cultural global environment
  • 3-5 years’ experience managing operational customer care teams
  • Understanding of key best practices relating to delivery of services and technology.
  • Proven Management experience at a senior, strategic level role.
  • Able to adapt and succeed in a changing environment
     
     

Air Doctor HQ are located in Beit Nekofa.

 Please contact us and send your CV to shirly.ad@air-dr.com
Website: www.air-dr.com

 

 

          
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