Necessary skills for Head of Customer Service: skills and requirements
General requirements of a Head of Customer Service
• Bachelor's degree in business administration or a related field
• Minimum of 5 years of experience in customer service management
• Proven track record of successfully leading and developing a team of customer service representatives
• Strong communication and interpersonal skills, with the ability to effectively interact with customers and resolve complex issues
• Proficient in customer service software and CRM systems
Skills and Behaviours for a Head of Customer Service
Continuous improvement
Fishbone Diagram
Total Quality Management
Customer Experience (CX)
Client Rapport
Customer Contact
Customer Loyalty
Customer Retention
Customer Satisfaction
Customer Support
Customer Service
Complaint Management
Performance Management
Performance Management
Team Effectiveness
Process Improvement
Flowcharts
Process Improvement
Sales Admin & Operations
Sales administration
Verbal Communication
Oral Communication
Analytical thinking
Gathering information and data
Identifying cause and effect relationships
Collaboration & Teamwork
Involving others in making decisions that affect them
Placing team needs above individual needs
Communicating information
Active Listening
Influencing and persuading others
Creative Thinking
Generating new ideas
Customer Orientation
Solving customer issues within timelines
Understanding customer needs
Developing others
Enhancing individual and professional development
Sharing knowledge, skills and expertise to others