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.
Conduct meeting with Managers to discuss about process improvements and issues.
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.