Job Description
Beond is seeking a dynamic and experienced Head of Customer Recovery to join our team. This role is essential in managing and enhancing the entire customer recovery process to ensure our guests have a positive experience, even in the face of challenges. You will focus on addressing customer concerns, resolving issues, and implementing strategies to improve our recovery efforts. This position involves close collaboration with various departments to ensure an integrated approach to customer recovery.
Responsibilities:
- Develop and implement comprehensive customer recovery strategies that prioritize customer satisfaction and loyalty.
- Lead and manage the customer recovery process to achieve performance targets and deliver exceptional service.
- Analyse customer feedback and recovery metrics to identify trends and areas for improvement.
- Collaborate with key stakeholders, including operations, sales, and contact centre, to ensure effective resolution of customer issues.
- Design and deliver training programs for staff to enhance customer service skills and recovery processes.
- Establish and maintain relationships with customers to foster trust and confidence in Beond's commitment to their satisfaction.
- Monitor industry best practices and stay updated on trends in customer recovery to continuously enhance Beond's processes.
- Prepare regular reports on customer recovery performance and present findings to senior management.
