Job Details
Skills And Tools:
Job Description
• Manage all the CS queues (inbound, outbound, onboarding, ticketing, emails and complains) making sure that no delays will take place.
• Assign the daily tasks to the CS team members.
• Monitor the cases that not following the agreed timeline.
• Investigate and resolve customer complaints and queries – especially the escalated ones.
• Support Process Improvement and contribute to process optimization.
• Create a healthy and comfort work environment.
• Maintain company SLAs (Monitor chats/calls/tickets either live and saved and provide feedback).
• Ensure quality standards across the teams (by performing mystery calls, emails, and chats to ensure accurate and consistent information delivery to the customers).
• Conduct one on one and monthly meetings with team members to ensure that all KPIs are communicated and achieved.
• Nominate mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Continuously monitor the performance of the team, and craft tailored development plans for each member.
• Supports, motivates, evaluates, develops, and coaches the CS agents to meet and exceed individual/team targets.
• Responsible for setting the team objectives in correlation with the department objectives, providing coaching and action plans required to achieve objectives
• Train and develop the team in needed skills, ranging from soft skills, negotiation, handling and time management to reporting and effective communication skills.
• Conduct needed brief to the team on any new process, products, services, updates or promotions.
• Responsible for the team's professional development and ensuring it is aligned with the organizational career progression and succession plans.
• Create a template of weekly / monthly reports to be delivered to the CS Manager, showing weekly work progress.
Job Requirements
- Fluent in English
- Education: Bachelor’s degree
- Years of experience: 3:5 Years of experience in customer service field with minimum 2 years in management position
- In-depth knowledge of performance metrics
- Organizational and time-management skills
- Ability to work in a fast-paced environment.
- Proficiency in CRM and call center software.