Head Service Management at MacTay Consulting

Key Responsibilities

• Manage the service Management team for the Experience Centre.
• Responsible for all SLA ownership and their defense within the business.
• Responsible for post sales Customer satisfaction.
• Overall responsibility for all the service issues escalated by the customers.
• Responsible for the end to end customer experience. 
• Responsible for the design and management of customer interaction to meet and exceed expectations. 
• Coordinate training needs and implement appropriate training programs for all experience Centre staff.
• Maintains excellent relationships with customer through superior customer service.

Qualifications, Experience and Skills

• Minimum of a first degree in Commercial, Business Administration, Economics, or other related fields.
• Possession of MBA certification would be an added advantage.
• Minimum of 15 years’ experience in service management in an Experience Centre or a Customer facing setup.
• Customer service, Negotiating and influencing, analysis and decision making, and management skills.