Keolis international division aims at extending our worldwide presence in new territories, while sustaining our existing operations in 15 countries on four continents (Australia, Belgium, Canada, China, Denmark, France, Germany, India, Luxembourg, Netherlands, Norway, Portugal, Sweden, United Kingdom, & United States).
The international division is actively involved in international tenders for bus, metro, tramway and train operations.
Keolis has decided to tender the Buenos Aires metro network.
This opportunity is conditional to the win of the tender, that should be announced early next year.
The CS Director guaranties the delivery of a consistent passenger experience day-in-day-out, enables the continual improvement of passenger satisfaction by tackling the major passenger pain points, enables all employees to deliver excellent passenger service, make the whole organization "think like a passenger".
The Customer Service Director needs :To understand the metro system at hand as well as the organization and policies in place,
Strong experience in the Argentinean culture and customer preferences,
Service oriented culture: Build trust with operational managers at all levels by regularly visiting business areas and divisions. Strong experience in working collaboratively and cross-functionally with various business units and functions,
Excellent communication (verbal and written) and negotiation skills as well as relationship management skills,
Strong interpersonal skills allowing him/her to successfully develop and lead the Customer Service function team,
Experience from large complex disposal/integration processes, and large and long contracts,
Previous work in a service company, preferably within the facilities management or transportation industry,
Comfortable in representing the corporation to customers and other relevant stakeholders,
Excellent sensitivity, social and listening skills. Team player and strategic insight,
Role model in integrity and ethical standards,
Proactive attitude with a strong sense of conviction,
Manage priorities effectively with enough flexibility to respond to changing needs and requirements,
Acts on own initiative and able to take a creative, innovative approach as well as work as part of a team,
Brings a pragmatic and commercially focused approach to customer solutions,
Ability to think strategically, motivate and lead teams,
Understanding of trends and developments within the customer service industry,
Demonstrable competence in improving customer feedback scores,
Strong people facing communication skills.
Missions
Customer Service Strategy & standards :Develop and coordinate the delivery of a customer service strategy where every employee and contractor ‘think like a passenger’ and customer experience is at the front of mind consideration for every employee leading to industry leading customer service,
Advice, develop and implement the Customer Experience strategy, and best practice initiatives, including establish, monitor and improve guidelines to make activities more human and passenger-focused,
Ensure any legislative or operational changes are assessed for any financial impacts and developing plans to mitigate against them,
Conduct and review feedback from customer surveys to ensure the adaptation of the strategy,
Enable market segmentation and the open the accessibility of the system to all customer base to create an inclusive community serving service.
Customer Experience & Passenger Information :Define the customer experience journey and information provision requirements for all steps of the journey – to improve accessibility to the network and improve patronage,
Design a deep cultural change programme using the tested and proven Keolis Signature Service,
Codify the Passenger Information and Communication standards for all customer facing rules through the provision of guides and,
Raise the standard of assistance that employees provide on and off-system (online, contact centres).
Organization & Leadership :Lead the customer service division (approx 1000 people), and provide clear leadership and direction to satisfy customer expectations,
Improve the effectiveness of the ‘call centre’ (remote) to handle passenger complaints,
Manage Contact Centre teams to ensure delivery of business requirements and build an effective team,
Develop an effective working relationship with internal touch points, both directly and through their line managers with primary focus on Service Delivery directorate.
Profile
Extensive experience in customer focused roles, especially from the Public Transportation industry,
Experience in management of huge teams (more than 500 people)
Graduated in Marketing or Services Industries disciplines, from top schools,
Languages preferred: Fluent in Spanish and English.
Applications in English only
