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Job Description
- Improve customer service experience, create engaged customers and facilitate organic growth
● Take ownership of customers issues and follow problems through to resolution. - Experience working with CRM.
● Set a clear mission and deploy strategies focused towards that mission.
• Develop objectives for the call center’s day-to-day activities.
● Develop service procedures, policies and standards
● Keep accurate records and document customer service actions and discussions
● Analyse statistics and compile accurate reports
● Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment. - ● Adhere to and manage the approved budget
● Maintain an orderly workflow according to priorities
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution.
Monitor and improve ordering, telephone handling and other procedures.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management
Job Requirements
- Min 7 years in Call center.
- English fluent.
- Someone who can design processes for all operations, who can handle reporting, meeting, responsible for the KPI of the department.
- Proven experience as call center manager or similar position
- Excellent knowledge of management methods and techniques
- Experience in customer service is required.
- Knowledge of performance evaluation and customer service metrics
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
- Ability to think strategically and to lead.
- Proven working experience as a Customer Service Manager, Retail Manager or Assistant 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
