Head of Customer Service Department

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.

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.
• Work format (as the team operates on U.S. time from 19:00 to 03:00 Tashkent time).
• Office located in the center of 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.