Vacancy Details
Employer: Stonebridge HR Solutions
- 5–10+ years’ experience in customer service leadership, ideally in a highâpressure BPO or service environment.
- Strong track record of developing and executing strategy, driving operational performance, and resolving complex customer and business matters.
- Exceptional communicator—written and verbal.
- Demonstrated ownership and leadership maturity; not a “clockâchecker” or job hopper.
- Resilient, decisive, and able to operate effectively under pressure.
- Can write and execute customer service strategies, with a clear focus on results.
- Is extremely well-spoken and confident in communication.
- Has a proven track record of handling complex matters and resolving issues decisively.
- Stable CV
- Can lead without clock-watching, taking full ownership of responsibilities.
- Has the tenacity and resilience to thrive in a challenging industry.
- Experience with reporting to senior executives.
- Proven change management and process optimisation experience.
- Strategic thinking & analytics
- Strong interpersonal & communication skills
- Leadership & coaching
- Problem solving & escalation management
- Customerâcentric mindset
- Compiling reports
- Analysing data
- Can work in a high pressured environment
- Training skills
- Develop and implement the customer service strategy aligned with organisation goals.
- Work with executive leadership to shape customer experience priorities and performance indicators
- Lead dayâtoâday customer service operations to ensure highâquality service delivery.
- Handle escalations, complex client issues, and highâstake service challenges personally when needed
- Manage, coach, and mentor customer service team leaders and staff.
- Set performance expectations, monitor performance metrics, and drive accountability
- Collaborate with ops, sales, marketing, and product teams to resolve issues and improve customer outcomes.
- Provide detailed reporting to COO & CBO on performance, trends, risks, and strategic recommendations.
- Define and refine customer service policies, workflows, and quality control frameworks.
- Position overview:
To lead and develop the full Customer Service function for the business, owning customer engagement strategy, operational excellence, performance reporting, escalation leadership, and crossâfunctional improvement initiatives. This role requires strategic leadership, excellent communication, strong execution, and the ability to drive results in a demanding industry.
Requirements:
Strategic Leadership
Please note only shortlisted candidates will be contacted. If you have not heard from us in 2 weeks, please consider your application unsuccessful.
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About Stonebridge HR Solutions
Since our inception, Stonebridge HR Solutions has been totally focused on building a strategic, quality search practice.
Stonebridge HR Solutions strives to source first class talent, delivering only the highest quality service to our candidates and clients. We are in the business to transform both organisations and careers. Through the wide range of recruitment and talent acquisition services we offer, we can help realize the full potential of our candidates and clients. We treasure the relationships that we build with our clients and our candidates because they are the key to our success and it is reinforced by the five values that drive our business strategy.
Integrity:
We pride ourselves on building ethical relationships with colleagues, clients
and candidates based on honesty, transparency and mutual trust.
Respect:
We treat everyone with consideration and fairness and we are always willing to
listen.
Responsibility:
We take full responsibility to uphold our commitments to our clients and
candidates to the best of our ability.
Commitment:
We are committed to deliver excellent services. We work together as a team and
share our knowledge to continuously improve our services.
And we do it all with Passion
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