Job Details
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Job Description
Key Accountabilities:
- Improve customer service experience to create engaged customers.
- Mentor, Coach and develop CSR and nurture an environment where they can excel through encouragement and empowerment.
Duties:
- Establish an effective customer loyalty program.
- Maintain and increase the revenue of the department.
- Make sure that all teams/sub-departments have been given proficient training.
- Continuously work on team development and improvement plan through coaching and one-on-ones.
- Maintain a healthy environment within the workplace.
- Implement corrective actions needed to meet operational performance.
- Provide guidance to direct reports.
- Analyze and maintain all customers’ SLA.
- Ensure that the department is in compliance with other departments to reach the organizational goals and to ensure smooth workflow.
- Taking ownership and following up on escalations to resolutions.
- Communicate and participate in cross-functional meetings to review the information and to ensure the best quality customer service.
- Analyze statistics or other data to determine the level of customer service through overseeing AHT, RTA, and Abandoned Calls %.
- Create/Improve the SOP of each Line of Business within the department.
- Plan department headcount to guarantee the best utilization of seats.
- Follow up on the overall stock of each branch.
- Monitor team’s adherence/attendance.
- Hold regular meetings with the team.
- Any other task that the manager requires
Job Requirements
Knowledge:
- Bachelor’s degree in any field.
- Males Only-Night Shift (5:30 pm to 12:30 am)
- From 1 to 2 years of proven experience in a Customer Service Managerial position.
- Good understanding of management practices and techniques.
- Proficiency in Microsoft Office.
- Excellent command of English written and verbal.
Skills:
- Very good leadership skills.
- Excellent interpersonal skills including written, verbal, communication, negotiation, and presentation skills.
- Very good decision-making skills.
- Advanced analytical thinking skills.
- Problem-solving thinking skills.
- Strategic thinking.
- Time Management skills.
- Delegation skills
Ability/Attitude:
- Work well under pressure
- Flexible
- Positive and Self-Motivated
- Working hours shifts: Morning shift from 9:30 AM - 5:30 PM, Evening shift from 2 PM - 10 PM, Night shift from 5:30 PM - 12:30 PM.
