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Job Description
- Develop and implement customer service policies and procedures.
- Define and communicate customer service standards to Customer service Agents.
- Direct the daily operations of the customer service team.
- Ensure the necessary resources and tools are available for quality customer service delivery.
- Track customer complaint resolution.
- Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service Agents.
- Monitor accuracy of reporting and data base information that sent from customer service team.
- Identify and implement strategies to improve quality of service, productivity and profitability.
- Dealing with appropriate Regional or Area sales Manager to authorizing refunds or other compensation to customers.
- Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Oversee the preparation of reports and statistics related to the customer service function and are provided by Customer service Agents.
- Identify opportunities to add value beyond problem resolution to relevant business areas.
- Communicate with external partner about customer problems to solve it and reach customer satisfaction.
- Keeping close out or open call records.
- Responsible for customers’ information confidentiality.
- Meeting with other managers to discuss possible improvements to customer service.
- Provide reports that analyzing the customer service that organization provides and send it to Head of Marketing.
- Provide continuous, supervision, training and development of department staff ensuring an effective and motivated team.
Job Requirements
- A Bachelor degree.
- 3-5 years of related experience.
- Good Retail marketing awareness.
- Fluent in English speaking, writing and listening.
