Director of Customer Service

Role Description The Director of Customer Service at Hamburg Commercial Bank AG, Luxembourg Branch is a full-time, remote role responsible for leading the overall customer service strategy and operations. This position oversees the customer service team, sets performance standards, and ensures consistent, high-quality service delivery across all channels. The Director monitors key customer metrics, identifies areas for improvement, and drives initiatives that enhance customer satisfaction and customer experience. Daily responsibilities include coaching and mentoring team members, resolving escalated client issues, collaborating with cross-functional stakeholders, and implementing best practices and tools to streamline service processes. The role also involves reporting on service performance to senior leadership and ensuring compliance with internal policies and regulatory requirements.

Qualifications

• Demonstrated expertise in Customer Service Management and Customer Service, with a strong focus on operational excellence and service consistency.
• Proven ability to drive Customer Satisfaction and enhance Customer Experience through data-driven decisions and continuous improvement initiatives.
• Strong Team Management skills, including experience leading, developing, and motivating diverse customer service teams in a remote environment.
• Excellent communication, negotiation, and conflict-resolution abilities when dealing with clients and internal stakeholders.
• Solid analytical and reporting skills, including experience with customer service KPIs and CRM or customer support platforms.
• Background in financial services or banking is advantageous, with familiarity in regulatory and compliance requirements.
• Bachelor’s degree in Business, Management, Finance, or a related field; advanced degree or relevant certifications in customer service or leadership are a plus.
• Ability to work independently, manage multiple priorities, and make sound decisions in a fast-paced, international environment.