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Job Description
- Improve customer service experience.
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission.
- Develop service procedures, policies and standards.
- Keep accurate records and document customer service actions and discussions.
- Analyze statistics and compile accurate reports.
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement.
- Control resources and utilize assets to achieve qualitative and quantitative targets.
- Maintain an orderly work-flow according to priorities.
Job Requirements
- Proven working experience as a customer service manager.
- Experience in providing customer service support.
- Excellent knowledge of management methods and techniques.
- Proficiency in English.
- Working knowledge of customer service software, databases and tools.
- Awareness of industry’s latest technology trends and applications.
- Ability to think strategically and to lead.
- Strong client-facing and communication skills.
- Advanced troubleshooting and multi-tasking skills.
- Customer service orientation.
- BS degree in Business Administration or related field.
- Experience in the field of shipping and custom clearance is preferable.
- Experience in sales call center field .
