Head of Customer Service Department

Position Title: Head of Customer Service Department
Location: Tbilisi, Head Office
Position Type: Full Time                                          
Department: Customer Service Department
Application Deadline: July 20, 2024

What we offer:

  • Ability to work and grow in the international environment
  • Friendly and supportive team
  • Competitive compensation and benefits package with flexible working conditions
  • Support in learning and development
  • Openness to innovative approaches


Major Duties and Responsibilities:

  • Develop and implement strategic plans and objectives for the Customer Service Department in alignment with the company's vision and goals.
  • Lead and inspire a team, fostering a culture of collaboration, innovation, and excellence.
  • Collaborate with unit heads to define clear roles, processes, resources, and standards of performance within their units, ensuring alignment with the departmental and organizational goals.
  • Provide guidance, direction, and support to unit heads in achieving their respective operational and performance targets.
  • Analyze performance metrics and provide timely and adequate feedback, making suggestions to management based on the performance results.
  • Ensure that organizational processes are understood and followed by employees across all units, maintaining sufficient records of individual and team performance.
  • Address any areas of concern in conjunction with unit heads and/or appropriate departmental leadership, ensuring adherence to all relevant procedures, policies, and regulatory requirements.
  • Collaborate with other departments and business units to provide high-quality support, consultation, and solutions to both internal and external customers.
  • Ensure high quality customer service standards are maintained by branch employees and take prompt and appropriate action to address any justifiable customer complaints.
  • Drive continuous improvement initiatives within the Customer Service Department, identifying areas for enhancement and implementing relevant strategies.

Qualifications Required:

Education:  Bachelor's degree in Business Administration, Management, or related field.

Work Experience: Proven experience in a leadership role within a customer service environment.

Languages: Perfect knowledge of the Georgian language; Knowledge of English language at least C1-Advanced level; Knowledge of Russian language at least B2-Upper-Intermediate level

Skills and Competencies Required:

  • Strong understanding of customer service principles and practices, as well as operational management.
  • Excellent communication and interpersonal skills, with the ability to effectively lead and motivate a diverse team.
  • Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
  • Demonstrated ability to develop and implement strategic plans and objectives, as well as drive continuous improvement initiatives.
  • Proficiency in MS Office suite and other relevant software applications                                                                                      


Only shortlisted candidates will be contacted. We wish you good luck.

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