Madline Joseph Selwans

Customer Communication ManagerFull Time

Customer service and call center ManagerFull Time

• Job Details:• Develop and implement Customer Service strategies and initiatives aligned with the overall business strategy • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans • Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes • Helping to build good customer relations • Communicating courteously with customers by telephone, email, letter and face to face • Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service • Analyzing statistics or other data to determine the level of customer service your organization is providing; • Writing reports analyzing the customer service that your organization provide • meeting with other managers to discuss possible improvements to customer service • Training staff to deliver a high standard of customer service • Leading or supervising a team of customer service staff

Customer Service And Call center ManagerFull Time

• Job Details:• Helping to develop a customer service policy for an entire organization • Administer training programs for new hires and existing staff. • helping to develop and implement a customer service policy for an entire organization • Interview and select potential candidate. Assess needs/plan ahead. • Develop schedules with agents each month to ensure call center objectives are covered. • Handling face-to-face inquiries from customers • organizing staffing, including shift patterns and the number of staff required to meet demand; • Motivate and encourage agents through positive communication and feedback • coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes; • Evaluate team performance every month. • Reviewing the performance of staff, identifying training needs and planning training sessions • Disseminate new product information to the agents • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. • handling the most complex customer complaints or enquiries; • Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants; • Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations; • Forecasting and analyzing data against budget figures on a weekly and/or monthly basis. • Analyzing statistics or other data to determine the level of customer service your organization is providing