• Managing customer service teams, processes, and polices.
• Quick turnaround to all customer requests and ensuring that all team members make sound decisions based on customer satisfaction.
• Conduct an analysis of statistics to determine the customer service level organization is providing.
• Quickly researching and investigating issues that concern a customer.
• Creating work schedules and allocating staff resources.
• Preparing daily, weekly, and monthly reports for senior managers.
• Conducting visual observations of how staff speak to customers and conducting coaching and developing team members in soft skills.
• Assessing the customer service department’s operational performance against set targets.
• Representing the Customer Service department in any company wide meetings.
• Generating repeat business through successful client follow-up.

Additional Comments

• Monitoring the AHT and ensuring FCR for all customer issues.

• Preparing canned responses for the team that helps the team in having answers ready for the most common questions customers are likely to ask. • Implementing company Customer Service policies standards and practices.

• Handling customer issues and escalations.

• Taking care to ensure that all customer responses are clear and complete.

• Collecting comments and feedback from customers.