Head of Customer Service Department

About the role

We are looking for a strategic and results‑driven Head of Customer Service to lead the customer service function of One Macedonia Telecommunications. You will shape the service vision, drive operational excellence and ensure a superior experience for all customers across all channels.

Key responsibilities

• Develop and implement a comprehensive customer service strategy aligned with corporate goals.
• Lead initiatives to improve customer satisfaction, loyalty and retention.
• Oversee day‑to‑day service operations, handling inquiries, complaints and support requests.
• Establish service standards, policies and best practices to guarantee high‑quality delivery.
• Coach, mentor and develop customer service teams, fostering a customer‑centric culture.
• Collaborate with internal departments and external partners to resolve issues and optimise processes.
• Manage escalated complaints and complex service incidents to timely resolution.
• Define, monitor and report on key performance indicators and service metrics.
• Implement feedback loops to capture, analyse and act on customer insights.
• Identify gaps and drive process improvements for efficiency and quality.
• Prepare and control departmental budgets, staffing plans and resource allocation.
• Set up quality‑assurance frameworks and conduct regular service reviews.

Required profile

• Bachelor’s degree in Business Administration, Customer Service Management, Marketing, Communications or a related field (Master’s degree preferred).
• Extensive experience in customer service leadership and service operations.
• Proven track record of developing and executing customer experience strategies.
• Strong analytical skills with the ability to interpret performance data.
• Excellent communication, stakeholder management and team‑development abilities.

Required skills