Customer Service Director

Position Overview

We are seeking a Customer Service Director to lead the Customer Service department in Hungary, playing a crucial role in achieving business goals and enhancing customer satisfaction.

Key Responsibilities

• Lead and nurture the Customer Service team, fostering a culture focused on high performance and excellent customer care.
• Ensure the attainment of critical operational, quality, productivity, and customer experience indicators.
• Convert business strategies into precise priorities and executable plans for the Customer Service function.
• Promote ongoing improvements, embracing digital tools and process enhancements to boost customer and staff experiences.
• Develop leadership strength within the team through coaching, constructive feedback, and talent growth initiatives.
• Manage workforce and capacity planning effectively to align with evolving business needs.
• Guide the team through organizational changes while maintaining transparency, engagement, and steadiness in operations.
• Utilize customer feedback, insights, and data analysis to identify trends, underlying issues, and opportunities for advancement.
• Work closely with departments such as Operations, Sales, Customs, Finance, and HR to elevate the complete customer journey.
• Act as the Customer Service representative on the Senior Management Team, contributing to strategic and business decision-making at the country level.
• Forge and maintain collaborations with regional and international Customer Service counterparts to exchange best practices.

Candidate Profile

• Demonstrated leadership experience, ideally within Customer Service, Operations, or related client-focused areas.
• Strong capabilities in leading managers and building high-performance teams.
• Solid business acumen with an ability to balance customer experience, employee engagement, and operational effectiveness.
• Proficient analytical and problem-solving skills, making data-driven decisions.
• Experience managing change and driving continuous improvement initiatives.
• Ability to operate efficiently in a dynamic, complex environment while maintaining focus under pressure.
• Effective stakeholder management and influencing competencies.
• Excellent communication and presentation skills.
• Fluency in English.
• Possession of a university or college degree, or equivalent professional background.

Benefits

• Strong career development opportunities in an international setting.
• Positive work environment with supportive colleagues.
• A diverse benefits package including annual bonus, cafeteria plan, and company car.