- Managing customer service teams, processes, and polices.
- Quick turnaround to all customer requests and ensuring that all team members make sound decisions based on customer satisfaction.
- Conduct an analysis of statistics to determine the customer service level organization is providing.
- Quickly researching and investigating issues that concern a customer.
- Creating work schedules and allocating staff resources.
- Preparing daily, weekly, and monthly reports for senior managers.
- Conducting visual observations of how staff speak to customers and conducting coaching and developing team members in soft skills.
- Assessing the customer service department’s operational performance against set targets.
- Representing the Customer Service department in any company wide meetings.
- Generating repeat business through successful client follow-up.
Additional Comments
• Monitoring the AHT and ensuring FCR for all customer issues.
• Preparing canned responses for the team that helps the team in having answers ready for the most common questions customers are likely to ask. • Implementing company Customer Service policies standards and practices.
• Handling customer issues and escalations.
• Taking care to ensure that all customer responses are clear and complete.
• Collecting comments and feedback from customers.
