Responsibilities

• Guide and direct customer service team towards achieving operational goals.
• Ensure that customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction.
• Ensure that customer complaints are resolved in a professional manner.
• Provide supervision and technical assistance to customer service team to attain departmental and organizational goals.
• Hire and train customer service staff to deliver high class customer service.
• Determine work procedures, work schedules, and workflow for customer service staff.
• Perform annual reviews, appraisals and performance management reviews for the customer service staff.
• Ensure that the customer calls are handled and answered in a timely and accurate fashion.
• Develop standard procedures and policies for improving the service provided to customers.
• Maintain in-depth working knowledge of the company’s brands, systems and processes.
• Monitor business and process metrics to measure and manage customer service effectiveness.
• Educate customers about organization’s products or services.
• Maintain communication with customers via emails, phone calls, mails, etc.
• Prepare documentation and reports on routine customer correspondence for future reference purpose.

Requirements

• Candidates should possess a Bachelor’s Degree qualification with 2 – 3 years work experience.