Global Customer Service

Global Customer Service

The Company

International Quick Service Restaurant corporation.

The Position

The Customer Service/Customer Care position will be responsible for the global customer care strategy and operations for the Company and will include the following responsibilities:

Position: Global Customer Service
Status: FILLED
  • Provide strategic vision and direction to the entire customer care business unit including goals, objectives, policies and procedures
  • Develop a multi-channel customer experience across traditional and emerging live and digital channels, including phone, social, chat, web, email and mobile and deliver execution plans to senior management and staff
  • Identify, prepare and recommend scope and requirements for capital expenditures; develop operating budgets
  • Monitor and understand changes and trends in the Quick Service Restaurant industry
  • Accountable for effective operations and business continuity and disaster recovery planning for all customer service centers
  • Monitor customer activity and leverage customer facing measurements (e.g., Net Promoter Score, Customer Effort, Customer Satisfaction) to understand the voice of the consumer

Performance Management
  • Plan and define performance goals for customer service operations
  • Set internal and external service levels
  • Create a positive work environment that fosters team performance
  • Provide coaching and career mentoring for direct reports

Generate Demand
  • Acts as the primary liaison with key business stakeholders at the regional and global level
  • Identify and develop opportunities to expand scope and services to current business units and extending to include additional business units

Customer and Vendor Relationship Management
  • Develop and cultivate customer and vendor relationships
  • Utilizing multiple internal and external organizations, maintain a cohesive strategy of service delivery
  • Manage customer care scope
  • Communicate and resolve business issues with customer care steering committee

Required Skills and Experience

  • Bachelor’s Degree required, MBA preferred
  • 12 years of proven strategic customer-facing and contact center operations including demonstrated expertise in delivering best in class multi-channel customer service across traditional and digital channels
  • Exposure to the Quick Service Restaurant Industry
  • Experience in managing vendor relationships and outsourcing contracts
  • Thorough understanding of contact center technologies, such as channel, case and knowledge management systems
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Outstanding communication and interpersonal skills
  • Strong financial skills and business acumen
  • Ability to make sound, data-based decisions on complex issues and problems and considering the risks involved

This position has been filled.
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