Build strong relationships with customers for new business development opportunities.
Manage hiring, training, retention and performance of the customer service team.
Ensure compliance with regulatory requirements impacting customer care function.
Develop customer incentive and retention programs to ensure customer loyalty.
Coordinate with supply chain personnel, distributors and sales associates to improve customer service and business productivity.
Develop procedures and policies for better handling of customer correspondence and customer complaints.
Develop strategies to increase the quality and efficiency of support to customers.
Monitor business and process metrics to measure and manage customer service effectiveness.
Ensure all customer inquiries are handled in accurate and timely fashion.
Oversee and maintain call center operations including its staff and statistics.
Collaborate with sales and marketing team to maximize revenues and customer loyalty.
Maintain in-depth working knowledge of the company’s brands, systems and processes.
Schedule meetings with the internal teams to discuss and resolve customer service failures/customer concerns on time.
Monitor and respond to consumer-initiated Internet blogs and websites.