Job Details
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Job Description
Key Accountabilities:
- In charge of the call Center and Social Media
- 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:
- Oversee customer relationships and understand their perspective/expectation
- Implement 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’s development and improvement plan through coaching and one-on-ones
- Maintain 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 SOP of each Line of Business within the department
- Plan department headcount to guarantee the best utilization of seats
- Follow up on 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
- From 5 to 10 years 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.
- Creative thinking skills.
- Problem solving thinking skills.
- Strategic thinking.
- Time Management skills.
- Delegation skills
Ability/ Attitude:
- Work well under pressure
- Flexible
- Positive and Self-Motivated
