Head of Customer Service Department (Octane)

Компания "Citi Fuel (ООО Staff Atlantic)"

Purpose of the Role:
The Head of Customer Service Department ensures high customer satisfaction and retention by leading the support team, improving service processes, and maintaining strong client relationships.

About the Project
Fuel card sales in the U.S. (all sales are conducted within the United States).
Project launch: March 2024.
Part of a logistics group: The project is a division of a U.S. trucking logistics group, which is the market leader in Uzbekistan.
The company is a registered IT Park resident with offices in Tashkent (two offices), Chicago, and Orlando

Responsibilities:

• Team Coordination: Manage and organize the work of customer service specialists, monitor task completion, and ensure adherence to service standards.
• Quality Assurance: Ensure that all specialists provide high-quality customer support, respond promptly to inquiries, and efficiently resolve issues.
• Training and Development: Conduct training, coaching, and development programs to enhance the qualifications of customer service specialists.
• Monitoring and Reporting: Track key performance indicators (KPIs) of the team, analyze employee performance, and provide reports to management.
• Process Management: Improve customer service procedures and propose solutions to increase the department’s efficiency.
• Escalation of Complex Issues: Participate in resolving complex or unique customer inquiries, assisting specialists in finding solutions.
• Cross-Departmental Collaboration: Work with other company departments (sales, finance, logistics) to address customer issues comprehensive

Requirements:

• English Proficiency: C1 level or higher.
• Experience: 1-3 years of experience in managing a customer service team, preferably in logistics, transportation, or fuel card sales.
• Leadership Skills: Proven experience in leading and coordinating a team, with the ability to motivate employees and achieve high results.
• Communication Skills: Excellent verbal and written communication skills, with the ability to work effectively with clients and within the team.
• Organizational Skills: Ability to effectively plan, organize, and manage workflows while handling multiple tasks simultaneously.
• Analytical Skills: Ability to analyze data, assess team performance, and make informed decisions.
• Technical Knowledge: Experience working with CRM systems and customer service management software. Experience with regulatory documentation is a plus.

What We Offer:

• Competitive Salary (negotiable based on competencies).
• Management that listens – your ideas and contributions will be valued.
• Official employment under the Labor Code of Uzbekistan (official payroll, 21 days of paid annual leave).
• 5/2 work schedule following the U.S. production calendar for holidays and weekends.
• Hybrid work format (as the team operates on U.S. time from 19:00 to 03:00 Tashkent time).
• Partial or full coverage of industry-related training (upon agreement with management).
• Office located in Ganga (Tashkent).
• Corporate events & team-building activities.
• Adequate budgets for business process automation.
• Professional management with a structured, growth-oriented approach (not the "local" management style).
• Clear understanding of project management processes – there will be no mentor, so we need someone who already knows how to run and develop a project independently.

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